Opportunity at
MotiveAVP, Customer Success - Enterprise and Strategic Accounts
Motive seeks a seasoned leader to take charge of customer success operations for its largest and most complex North American accounts. The company builds automated technology…
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About This Role
Motive seeks a seasoned leader to take charge of customer success operations for its largest and most complex North American accounts. The company builds automated technology platforms that combine AI, hardware, and software to help physical operations teams manage vehicles, equipment, fleets, and spending safely and efficiently. In this hands-on executive position, the chosen candidate will shape the overarching strategy for enterprise accounts, guide performance standards, and personally intervene in…
Job Description
Motive seeks a seasoned leader to take charge of customer success operations for its largest and most complex North American accounts. The company builds automated technology platforms that combine AI, hardware, and software to help physical operations teams manage vehicles, equipment, fleets, and spending safely and efficiently. In this hands-on executive position, the chosen candidate will shape the overarching strategy for enterprise accounts, guide performance standards, and personally intervene in high-impact customer situations when necessary.
This role is well-suited for a pragmatic leader who excels at translating data into actionable priorities and fostering cross-functional alignment. The individual will oversee a high-performing organization focused on driving product adoption, mitigating risk, and securing renewals and expansions. Working closely with sales, product, support, and engineering departments, the executive will establish structured playbooks and data-driven methods to measure customer health and ensure long-term value realization.
Responsibilities
- Design and execute the vision and strategy for enterprise and strategic customer success.
- Manage and mentor a high-performing customer success team.
- Oversee customer health frameworks, success planning, risk management, renewals, and account expansion.
- Drive improvements in gross revenue retention, net revenue retention, logo retention, and product adoption.
- Build executive engagement programs to strengthen relationships with key decision-makers.
- Collaborate with sales leadership to optimize account planning and the transition from onboarding to value realization.
- Translate enterprise feedback into prioritized product insights for engineering and product teams.
- Address systemic issues by working cross-functional with support, operations, and professional services.
- Create repeatable playbooks for onboarding, adoption, executive reviews, and risk mitigation.
- Handle critical customer escalations and direct strategic account interventions personally.
- Report team goals, forecasts, and performance trends to executive leadership.
Requirements
- Possess at least 12 years of total experience in customer success, account management, professional services, or related customer-facing roles.
- Have a minimum of 5 years of experience leading senior customer success organizations in B2B technology, SaaS, platform, or hardware-enabled software settings.
- Demonstrate past accountability for gross revenue retention, net revenue retention, renewals, expansion, adoption, and customer lifetime value.
- Show strong analytical skills and operational discipline to translate business data into clear action.
- Demonstrate exceptional cross-functional leadership capabilities.
- Hold authorization to receive and access commodities and technologies controlled under U.S. Export Administration Regulations.
Qualifications
- Experience supporting clients with complex physical-world workflows in logistics, transportation, field service, or operational industries.
- Background leading customer success in companies combining hardware, software, and services.
- History of modernizing or building customer health scores, renewal forecasts, and executive sponsorship programs.
- Experience working inside high-growth, customer-centric technology businesses.
Core Skills
Benefits
- Health, pharmacy, optical, and dental care coverage
- Paid time off and sick time off
- Short-term and long-term disability coverage
- Life insurance
- 401k contribution
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location and remote status for this role?
The position is located in the United States and is designated as on-site.
What is the compensation for this position?
The on-target earnings, consisting of base pay and commissions, range from $254,000 to $438,000 USD.
What level of experience is required?
Candidates must have over 12 years of experience in customer-facing functions like customer success or account management, including at least 5 years in a senior leadership capacity.
Are there any specific legal or export authorization requirements?
Yes, applicants must be authorized to receive and access commodities and technologies controlled under U.S. Export Administration Regulations. Additionally, depending on the role and location, a non-compete covenant may be required.
Sample Interview Questions
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