Enterprise Customer Success Manager

Job Description

Job Description

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.

• 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.