Customer Success Manager, Mid-Market Accounts

at Motus, LLC in Chicago, Illinois, United States

Job Description

Motus is the definitive leader in mobile workforce solutions. Its platform simplifies the reimbursement and management of vehicle, device, and location costs through personalized calculations. Empower your team with a suite of fully integrated solutions that take the complexity out of compliance. Peace of mind included.  

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:  

The Customer Success team is seeking a Customer Success Manager (CSM) to support our Mid-Market customers throughout their lifecycle with Motus. The CSM will serve as a trusted advisor for their assigned customer accounts and provide an additional layer of strategic operational support. The CSM will develop strong relationships with their customers, ensure positive engagement with the Motus platform, and drive adoption and success outcomes, ultimately influencing retention, expansion, and advocacy across their book of business.  

Position Duties: 

• Serve as the primary point of contact for assigned Mid-Market customer accounts and continually delight customers with a positive, customer-centric attitude 
• Meet and exceed team and individual metrics  
• Create and execute on strategic plans for each accounts customer journey and retention, partnering with Account Management and CS Leadership as appropriate  
• Build strong relationships with customer administrators and conduct regular check-ins to assess end-user adoption, customer satisfaction, and program success. Serve as a customer advocate while capturing customer feedback and reporting requests to Product and Engineering.  
• Provide education and coaching to drive product adoption and enhance product value for customers
• Field customer inquiries and resolve any issues that arise, engaging the appropriate internal teams (Product, Ops, Support, etc.) as necessary to ensure proactive and timely resolution of client issues
• Employ a consultative approach in discussions with customers to understand their goals and success measures. Establish a plan to ensure we are meeting the agreed-upon goals. 
• Develop a full understanding of customer program parameters and processes. Improve Customer experiences by identifying process improvements, bugs, and potential system enhancements. And identify successful customers to turn them into advocates, measured by participation in reference calls, case studies, webinars, and events.
• Identify upsell opportunities for Motus Sales Representatives and Enterprise Account Managers
• Develop and share standard methodologies with team members to continually improve the quality, effectiveness, and efficiency of our processes 

Desired Skills & Experience: 

• 2+ years experience in a customer success role 
• Experience managing a book of business over $2M in annual revenue  
• Experience presenting to a wide range of titles, from administrators and managers to VPs  
• Excellent communication (written and verbal) and presentation skills  
• High degree of emotional intelligence and empathy  
• Strong understanding of the corpor
  
  
  
  Equal employment opportunity, including veterans and individuals with disabilities.
  
  

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