Associate Manager, Customer Success - Mid-Market

About the Role: 

As an Associate Manager, Customer Success (Commercial or Mid-Market), you will report to the Senior Manager, Customer Success. You will be responsible for leading a team of Customer Success Managers in our (Islamabad or Lahore) office to achieve their goals and KPIs aligned to customer satisfaction, retention, adoption, and growth. You will work with all members of the Customer Success leadership team along with other departments to ensure that our CSMs are able to help our customers achieve business success through Motive’s suite of solutions.

What You’ll Do: 

• Support in the development of a world-class customer success organization at Motive
• Lead a team of CSMs to ensure that as an organization, we deliver on the value that was promised to our customers at their time of sale
• Support your team to deliver engaging data-driven, professional, and proactive outreach (business reviews and adoption CSTs) to all of their accounts
• Coach and lead CSMs to execute exceptional customer retention and renewal rates, identifying cross-sell/up-sell opportunities, continued adoption, and happy customer references
• Partner with sales to ensure quality customer service and ROI for the customer which will ensure a swift and easy contract renewal
• Review and provide feedback around the effectiveness of programs through metrics, the use of Catalyst, and regular analysis of our systems and processes
• Support and assist in resolving customer escalations, including participating in customer communication (email and calls) developing a strategic solution, and working collectively with other departments to ensure customer satisfaction

What We’re Looking For: 

• 3+ years of customer-facing experience in consulting, customer success, sales, or support roles
• Experience as a player/coach going above and beyond a general scope of work in a high-performing CS/sales team
• Ability to influence Product, Support, Sales, Professional Services, and BizOps teams to get things done for our customers
• Comfortable in a fast-paced environment that requires strong time-management and prioritization skills and is receptive to feedback, willingness to learn, and embrace continuous improvement
• Professional client-facing skills including, but not limited to strong presentation abilities, thoughtful question-asking and discovery skills, de-escalation expertise, and negotiation abilities when needed