Customer Success Manager

As a Customer Success Manager at Motive, you will serve as the primary point of contact for our clients in Mexico, ensuring they achieve the value promised during the sales process. Reporting to the Director of Customer Success, you will guide customers through their entire lifecycle, collaborating closely with Implementation Consultants during rollouts and identifying opportunities to expand Motive's revenue by steering qualified leads to Account Executives.

Your key responsibilities will include managing a portfolio of existing customers, focusing on expansion and renewals to ensure consistent revenue retention. You will drive product adoption by providing training and developing best practices, maintaining high levels of customer satisfaction, and nurturing client relationships. Additionally, you will assist in troubleshooting Tier 2 product support issues and handle a substantial volume of communications via email, chat, and phone. Coordination with the sales team and Implementation Consultants will be essential to ensure seamless handoffs and integration.

The ideal candidate will have over three years of experience in customer-facing roles, with at least two years as a Customer Success Manager or equivalent, demonstrating ownership of revenue and renewals. Bilingual fluency in Spanish and English is required, along with the ability to build and maintain strong client relationships. Experience with accounts in both Mexico and the U.S. is advantageous. A proactive approach to feedback, resilience under pressure, and a strong sense of product ownership are essential. Experience in logistics or prior sales roles is considered a plus.

Motive offers a dynamic work environment that values diversity and inclusion, providing opportunities for professional growth and development. Employees benefit from a collaborative culture that encourages continuous learning and innovation, making it an ideal place to advance your career in customer success.