Manager, Customer Success - Mid-Market Accounts

at Motus, LLC in Chicago, Illinois, United States

Job Description

Motus is the leading expert in vehicle reimbursement and driver risk mitigation, offering proven and secure solutions for every driver that simplify the reimbursement of driving costs and reduce corporate risk exposure. With an unmatched pool of data refined over more than 80 years, Motus is the preferred partner to top Fortune 500 companies and organizations committed to workplace agility.  

At Motus, were dedicated to making WorkLife better for everyone, anywhere. Our team is the heart of our culture, and we live by our WorkLife Pillars every day WorkHappy, WorkHealthy, WorkSmart, WorkAnywhere, and WorkTogether. 

Position Description:  

Motus is seeking a Manager, Customer Success Mid-Market Accounts. Lead a team of dedicated Mid-Market Customer Success Managers (CSMs) to provide excellent customer service and boost customer retention and expansion. You will coach and mentor the team, implement strategies, and follow internal processes to increase customer engagement and product adoption. 

We are looking for an experienced candidate who can get going quickly. The ideal candidate will be a hands-on manager with the ability to ensure best-in-class customer experience and satisfaction. To succeed in this role, you must possess strong communication and organizational skills and an unwavering commitment to excellence. This role will provide you with the opportunity to work cross-functionally with other Motus departments. 

Position Duties: 

• Develop a team of high-performing Mid-Market CSMs; provide regular training, coaching, guidance, and feedback
• Monitor team and individual capacity; assign new/existing accounts to ensure appropriate distribution of Enterprise customers to CSMs as needed
• Collaborate with other Customer Success leaders on territory planning, account assignments, process improvements, and standard methodologies.
• Team up with other Customer Success leaders to devise and implement team strategies for the year and quarter. These strategies aim to reduce churn, improve user adoption, enhance customer satisfaction, and foster account growth.
• Lead all aspects of team performance indicators, using reports on business metrics to guide coaching and performance management
• Provide feedback (written, verbal) to direct reports in 1 X 1 check-ins
• Support CSMs in the creation of strategic plans for each accounts customer journey and retention
• Participate in leadership meetings to assess and report out on customer health, retention, and team strategies
• Serve as a mentor to the team, coach and develop a positive and productive work environment and establish relationships with business partners
• Assist in employment decisions, onboard and train new hires who will quickly become strong individual contributors
• Serve as point of escalation within the team, engaging resources across the company as appropriate
• Collaborate with team members and management to proactively identify, handle, and advance risks that may impact the business.
• Identify areas of process improvements/efficiencies/scalability and implement
• Enforce process standardization and adherence with direct reports
• Participate in customer meetings as needed; providing leadership presence and support during Business Reviews or tactical meetings
• Handle all internal Motus projects that need input from the Customer Success Team or assign team members
  
  
  
  Equal employment opportunity, including veterans and individuals with disabilities.
  
  

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