About this role.
This Strategic Accounts Customer Success Manager role owns a small, high-value enterprise book of business, typically 5–8 clients representing approximately $5M–$8M in ARR. The CSM drives implementation, adoption, value realization, renewals, and expansion opportunities while serving as the primary non-sales advocate for strategic customers. Success requires building executive relationships, leading business reviews, managing escalations, and coordinating closely with sales, onboarding, professional services, product, and support teams. The position is suited to an experienced enterprise customer success or account management professional who can operate independently in a fast-moving, ambiguous SaaS environment.
Role DNA
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Job Complexity
4/5Pace & Pressure
5/5Autonomy Level
5/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Team,
I am excited to apply for the Strategic Accounts Customer Success Manager position at Motive. My enterprise customer success and account management experience has prepared me to build trusted executive relationships, drive product adoption, and translate customer goals into measurable business outcomes.
I would bring a proactive, data-informed approach to managing strategic accounts, including:
- Leading value realization plans, executive business reviews, and adoption programs
- Coordinating cross-functional teams to resolve escalations and improve customer outcomes
- Identifying retention, renewal, and expansion opportunities while maintaining a customer-first mindset
I am particularly drawn to Motive's mission of improving safety, productivity, and profitability for physical operations, and I would welcome the opportunity to help strategic customers realize lasting value from the platform.
Sincerely,
Candidate
Sample interview questions
I would begin by aligning with executive sponsors and operational stakeholders on their business objectives, baseline metrics, implementation milestones, and desired outcomes. I would document ownership, timelines, adoption targets, risks, and a business-review cadence, then use product usage and outcome data to continuously refine the plan.
I would acknowledge the issue quickly, clarify its customer and business impact, and establish a clear communication cadence. Internally, I would assemble the appropriate owners, define an action plan with deadlines, remove blockers through escalation when needed, and keep the customer informed until resolution and follow-up prevention steps are complete.
I focus first on understanding the customer's goals, adoption patterns, workflow gaps, and measurable value opportunities. I position additional products or services only when they directly address a validated need, articulate the expected business impact, and partner with the account executive to ensure the recommendation is consultative rather than transactional.
I would track gross and net revenue retention, renewal forecast and risk, product adoption and utilization, time to value, customer health indicators, support and escalation trends, executive engagement, satisfaction signals, and expansion pipeline. These metrics help prioritize proactive interventions and demonstrate outcomes during business reviews.
I would prioritize based on customer impact, revenue risk, contractual timelines, severity of open issues, and strategic growth potential. I would maintain account plans and a structured operating cadence, communicate tradeoffs early, and leverage internal partners so urgent issues are addressed without neglecting proactive adoption and value-creation work.
Who we are:
Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.
Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.
Visit gomotive.com to learn more.
Strategic Accounts Customer Success Manager
About the Role:
As a Strategic Accounts Customer Success Manager, you will be the face of Motive for our largest customers. You will be responsible for assisting customers through the implementation process, proactively working to achieve and maintain full customer satisfaction for the duration of their product subscription while driving upsells and renewals. As a member of a fast-paced and tight-knit team, you will help support product and business development to satisfy customer needs along with developing internal tools to help the business gain scale.
What You’ll Do:
- Establish and oversee the customer’s continued adoption, training, and development of best practices to continually drive incremental value and return on the customer’s investment
- Develop strong working relationships at multiple management levels within the customer accounts, including C Suite relationships
- Collaborate with customers and product managers to manage product enhancement requests
- Act as a subject matter expert on customer product features for strategic accounts
- Manage initiatives to increase product adoption and customer satisfaction
- Continually learn about the needs of the client at all levels by proactively uncovering emerging pain points and expectations to get a clearer picture of how Motive can address problems and create satisfying solutions and outcomes
- Work collaboratively as part of the customer team by partnering, building plans, and communicating with AEs, the Onboarding team, Professional Services, Sales Engineers, and other internal colleagues to ensure aligned customer engagement and effective support
- Maintain high renewal rates by demonstrating value, supporting goal attainment, and identifying opportunities for optimization
- Identify upsell and expansion opportunities to grow the NRR for your book while ensuring renewal and retention metrics are exceeded
- Gather intelligence on how customers are using products and determine features and services that are most valuable to their businesses
- Act as an escalation point for all customers
- Identify areas for improvement in customer experience in the product and processes
What We’re Looking For:
- 5+ years Enterprise Customer Success, Sales, or Account Management experience with a proven track record of success
- A customer-centric thinker with a track record of delivering scalable solutions in a high-growth environment
- Demonstrated ability in learning new software programs and products while identifying opportunities to use them to their full potential
- Ability to thrive in a high-growth, high-ambiguity environment; setting personal objectives and prioritizing impact-based activities.
- Exceptional account management skills and project management skills with strict attention to detail
- Problem solver with demonstrated ability to overcome challenges and ambiguity with creative solutions
Competencies:
- Execution: Strategic Accounts Customer Success Managers (CSM) own a book of business averaging 5-8 clients or ~$ 5-8MM in ARR. CSMs conduct planned and time-gated outbound activities that enable client outcomes, communicate value, and identify new growth opportunities.
- Domain Expertise: Strategic Accounts CSMs’ execution is tailored to the cohort of clients within their book of business. Caring for a specific client type not only leverages their deep knowledge of CS and Motive but also requires them to become an expert in a particular niche.
- User Focus: Strategic Accounts CSMs enable clients to extract value from Motive’s products and solutions through activities like training and adoption. Strategic ENT CSMs have a sharper focus on particular cohorts of the account base in which their activities/suggestions are more targeted. They use their expertise to expand usage and drive value far beyond the initial purchase reasons.
- Collaboration: Strategic Accounts CSMs are the internal advocate for Motive’s customers. They escalate issues to key business partners, including escalating up leadership chains, in order to drive resolution. CSMs coordinate and lead EBRs that include AEs and other internal stakeholders. CSMs also participate routinely in identifying clients for BETA programs, references, and case studies.
- Problem Solving: Strategic Accounts CSMs are capable of driving resolution cross-functionally, independent of leadership involvement. Their ability to proactively tackle problems and manage them to completion separates Motive from competitors.
Duties/Functions:
Specialized Book of Business: Strategic Accounts CSMs care for special cohorts within the ENT segment, which includes Partner (e.g, Insurance), New Client (Adoption), and Mature (fully penetrated) accounts.
- Client Enablement: Strategic Accounts ensure clients are capable of extracting value from Motive’s products and services through adoption activities, new feature training, and providing suggestions on how to best leverage the platform.
- Value Realization: Strategic Accounts CSMs communicate value to clients through conducting joint success planning, business reviews, and providing data to demonstrate return on investment.
- Client Marketing: Strategic Accounts CSMs engage clients about thought leadership and new products framed around the value they create, which in turn leads to cross-sell opportunities for sales. CSMs also capture organic upsells through natural touchpoints.
- Renewal Management: Strategic Accounts CSMs ensure clients have a great experience and extract value, turning the renewal into a predetermined event. Renewal Managers partner with CSMs to ensure the most value possible is extracted for Motive, while retaining the most units possible, driving profitability.
- Escalation Management: Strategic Accounts CSMs proactively advocate for clients by escalating internally to prevent the need for the client to escalate. When clients do escalate, the CSM leads the engagement to drive swift resolution.
- Account Stewardship: Strategic Accounts CSMs act as the main point of contact to guide clients through working with Motive as a company. Any non-selling activity becomes the CSM’s responsibility to champion.
- Technical Expert: Strategic Accounts CSMs act as a consultant and first line of triage. Their technical skill aids clients in maximizing value, becoming self-reliant, and reducing unnecessary tier 1 support needs.
Pay Transparency
Your compensation may be based on several factors, including education, work experience, and certifications. For certain roles, total compensation may include restricted stock units. Motive offers benefits including health, pharmacy, optical and dental care benefits, paid time off, sick time off, short term and long term disability coverage, life insurance as well as 401k contribution (all benefits are subject to eligibility requirements). Learn more about our benefits by visiting Motive Perks & Benefits.
The compensation range for this position will depend on where you reside. For this role, the on-target earnings (base pay + commissions) are:
Creating a diverse and inclusive workplace is one of Motive’s core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.
Please review our Candidate Privacy Notice here.
UK Candidate Privacy Notice here.
The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive’s policy to require that employees be authorized to receive access to Motive products and technology.
All job postings are for existing vacancies. Please note; some interviews or new-hire training sessions may be held in person at one of our global offices.
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