Customer Success Manager

Job title:

Customer Success Manager

Company

Motion

Job description

About MotionProject management systems today are great at letting companies record their tasks, but place all of the burden on human project coordinators. These tools don’t know about the team’s time and resources and don’t have any intelligence – someone has to manually match tasks against their assumptions about the team’s capacity. Not only does this process waste precious company resources, it’s also error-prone and leads to overwork, missed deadlines, miscommunication, and micromanagement.Motion is building the world’s most intelligent project management system – one that doesn’t require a project coordinator manually tracking each task, but rather an intelligent system that can make sense of hundreds of tasks across dozens of projects and automatically coordinate them across every person on the team. Motion allows companies to focus on the work they need to do rather than wasting up to 50% of their resources on overhead.Our users give us data on their workload (e.g. projects and tasks) and resources (employee roles, calendars, and schedules). Based on all this information, Motion makes intelligent decisions about how tasks should be executed – better than any human project coordinator. Teams that use Motion know what people are working on at any given time, when each task will be completed, and whether any tasks will fall behind schedule. The moment something changes, instead of the coordinator having to figure out all the cascading effects, Motion instantly creates a new optimized plan for the team.Motion is the project management system of the future. We are growing extremely quickly, trusted by thousands of customers, have millions in revenue, near-infinite runway, and an exceptionally talented team. Most of Motion’s 30 employees work in engineering, and the majority of those in business and operations roles also have technical skills.The RoleAs a Customer Success Manager at Motion, you’ll be the key to ensuring our customers are fully onboarded, trained, and continually finding value with our product. This role goes beyond traditional customer success-it’s about helping customers achieve their goals with Motion while building deep relationships and managing their long-term success. You’ll play a pivotal role in creating a strong bridge between our product and customers, and in many ways, you’ll be the face of Motion after the sales process. This is a unique opportunity to help shape the future of our Customer Success function, driving initiatives that will grow alongside the company.ResponsibilitiesDrive and scale customer success initiatives, ensuring customers unlock the full potential of MotionLead post-sale customer engagements, from onboarding through long-term adoption and renewal cyclesManage the health of your customer accounts, conducting regular business reviews to ensure customers are finding value and identifying areas for improvementCreate and deliver personalized training sessions to ensure customers are set up for successServe as the main point of contact for strategic customers, providing insights and feedback to ensure their goals align with Motion’s product capabilitiesWork cross-functionally with internal teams (Product, Engineering, Sales) to relay customer feedback and drive product improvements

Manage customer escalations and proactively resolve any issues impacting customer satisfactionWhat We’re Looking For2-5 years of experience in customer success/account management, preferably within a SaaS environmentExperience working directly with customers to drive adoption, success, and retention of a productAbility to multitask and manage a high volume of accounts in a fast-paced environment.Proactive, ownership mindset with a strong ability to manage both up and down the chain (customers to C-suite)Strong communication skills and the ability to navigate executive-level conversations with easeExperience with tools like Salesforce, ChurnZero, Front, or similar toolsAbility to gather customer feedback and translate it into actionable insights for internal teamsA passion for building strong customer relationships and driving value for their businessAbility to derive insights from customer data to inform decision-makingA willingness to work hard and a high pain toleranceExcellent attention to detail and organizational skillsAbout the Hiring ManagerHey, I’m Bishop, the Head of Customer Experience at Motion. My career started in FP&A, but I quickly realized I wanted more-I didn’t want to be just another cog in the machine. I needed something with more impact, more room to grow, and more technical challenges. That’s what led me to Motion. I’ve built out our support function, scaling the team to meet the demands of a fast-growing startup, and now I’m focused on creating a world-class Customer Success team. This role isn’t just about managing customer relationships-it’s about making sure our customers are truly getting value from Motion.You’ll be working closely with our customers-listening to their challenges, understanding their processes, and helping them implement solutions that drive real change. Whether it’s guiding them through onboarding, offering critical coaching, or helping them transition Motion into their operations, your role will be essential in ensuring they not only find value but feel that Motion is indispensable.This is a key role in driving progress toward our mission to “Increase Every Organization’s Productivity by 100X.” I wholeheartedly believe in the impact this role will have, as you’ll help guide customers to use Motion to its fullest extent. When I think about this role, I see it as a function closely aligned with the heart of our company’s goals-ensuring that every customer feels empowered and productive with Motion. As we continue to grow, this role will be central to that journey.Motion is committed to creating a diverse and inclusive workplace where everyone is treated with respect and given equal opportunities. We do not discriminate based on gender identity, race, ancestry, disability, religion, sexual orientation, pregnancy status, veteran status, or any other characteristic protected by law. We welcome and encourage all qualified candidates to apply for our job openings.Helpful Links:Motion Culture:Motion in the Press:

Expected salary

Location

USA

Job date

Sat, 05 Oct 2024 05:21:00 GMT

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