Description:
As a Customer Success Manager (CSM) in our SMB segment, you will report to the Manager, SMB Customer Success and be the face of Motive for customers with fleets of between 5 and 29 vehicles. Your responsibility will be to ensure that the customer achieves their agreed on value as promised during the sale. You will be accountable to the customer throughout their entire life cycle, including owning their subscription renewal, collaborating with the On-boarding Project Manager (OPM) through the roll out and to steer qualified leads for expansion in partnership with the Account Executive and Sales team. In addition, you will become a product expert and own the proactive technical level support for each of your accounts.
What You’ll Do
- Own a book of business of existing customers to mitigate churn risk and drive expansion
- Maintain high levels of customer satisfaction and nurture client health
- Proactively engage to keep a pulse on whether customers are finding value in our product and services. Take measures to bridge any gaps identified
- Ensure customers are up to date on their payments and are set up to renew the contract at renewal
- Prepare and educate customers on new features and product releases
- Present data-driven insights/analysis to customers
- As the voice of the customer, identify trends, needs, or challenges and escalate to the appropriate teams
- Gain a strong understanding of our product mix and how it creates value for our customers
What We’re Looking For
- 2+ years of experience in a customer service or customer retention role
- Highly organized with strong time management skills
- Demonstrates a desire for continuous learning and improvement
- Ability to build and maintain customer relationships
- Work in close liaison with the customer and internal teams
- Strong empathy and advocacy for customers
- Deeper level of understanding of revenue and growth in a SaaS business
- Proven decision-making and problem-solving abilities
- An enthusiastic, solution-oriented and creative individual with the ability to inspire others
- Hands on experience of using CRM software (Salesforce preferred)
- Excellent communication and presentation skills