Enterprise Customer Success Manager

Enterprise Customer Success Manager

Location: Remote

Department: Customer Success | Reports to: VP of Customer Success

Motivity is looking for a strategic, commercially-focused, and relationship-driven Customer Success Manager (CSM) to join our growing team. In this role, you'll manage a portfolio of customers, own their long-term success with Motivity's platform, and drive retention and expansion across your book of business. Please note: teamwork and shared enthusiasm are a core part of our culture, which is why this role would encourage joining members of our revenue team in office one day per week.

What you'll do:

Stakeholder Engagement & Cross-Functional Execution: Manage multi-stakeholder projects across the customer lifecycle - coordinating internal teams (Product, Support, Implementation) and external stakeholders (clinical, operational, and executive) to keep initiatives moving and commitments on track.

Value Realization: Establish clear success goals, including high product adoption and high platform utilization, and own delivery of those goals. Proactively identify opportunities for upsell.

Voice of the Customer: Be a strategic "voice of the customer" thought-partner for our internal teams (product, marketing, sales) to recognize potential improvements for Motivity's Product experience.

100% Renewals: Own renewals for your partners end-to-end, including commercial negotiation and forecasting risk ahead of the cycle.

Drive Adoption, Enablement & Scalable Success: Support ongoing training and onboarding of new users within existing accounts.

Champion long-term adoption by helping define and improve post-implementation engagement strategies.

Bring creativity and a builder's mindset to help design scalable, yet high-touch and personalized approaches that support diverse customer segments across their full journey with Motivity.

Manage Risk & Escalations: Identify risks early using data and account signals, manage escalations with urgency, and communicate customer needs effectively to internal teams.

Maintain Clean CRM Hygiene: Keep accurate records, notes, and tasks in our CRM to ensure visibility and cross-functional alignment.

What We're Looking For

5+ years in a SaaS Customer Success, Account Management, or other client-facing role working with a high volume of clients

Demonstrated experience managing commercial conversations– renewals, upsells, and negotiations

Strategic mindset with a bias for action and results; a true sense of ownership over outcomes

High agency with your work; you are resourceful and proactive about ideating and executing on tasks

Passion for shaping systems and processes, and thinking critically about how to scale success without sacrificing the human touch

Strong relationship-building and communication skills, including executive presence

Comfortable navigating complex organizations and influencing stakeholders

Excellent CRM hygiene and documentation habits (HubSpot experience a plus)

Nice to Have

Passion for or connection with ABA, special education, or healthcare

Experience with a mission-driven company (e.g. education, healthcare, nonprofit-adjacent SaaS)

Experience working in a remote environment, with a demonstrated ability to manage time effectively, communicate proactively, collaborate across teams, and take ownership of outcomes.