What are the responsibilities and job description for the Enterprise Customer Success Manager position at Motivity?
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)
- 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.