AVP, Customer Success - Enterprise and Strategic Accounts

About the Role

Motive is seeking an accomplished customer success executive to serve as AVP, Customer Success - Enterprise & Strategic Accounts. This leader will own the strategy, operating rhythm, and performance of customer success for Motive's largest and most complex customers in North America.

The AVP will lead a high-performing organization responsible for driving measurable customer outcomes, product adoption, retention, and expansion. This person will build trusted relationships with senior customer stakeholders, create a predictable and data-driven customer success model, and partner closely with Sales, Product, Support, Professional Services, Operations, Finance, and Marketing.

This is a strategic and hands-on leadership role for an operator who can set direction, raise standards, simplify execution, and personally engage when the customer relationship or business outcome demands executive leadership.

What You'll Do

• Set the vision and strategy for enterprise and strategic customer success, aligned to Motive's company priorities and customers' most important business outcomes.
• Lead, coach, and develop a high-performing customer success organization with clear expectations, strong accountability, and a culture of customer advocacy.
• Own the operating model for customer health, executive sponsorship, success planning, risk management, renewals, and expansion in partnership with Sales and account leadership.
• Establish rigorous mechanisms to improve gross revenue retention, net revenue retention, logo retention, product adoption, and time-to-value.
• Build a consistent, data-informed view of customer health, including leading indicators, renewal risk, adoption gaps, escalation patterns, and expansion opportunities.
• Create executive engagement programs that deepen relationships with customer decision-makers and establish Motive as a strategic partner.
• Partner with Sales leadership to improve account planning, renewal readiness, commercial alignment, and the transition from implementation to ongoing value realization.
• Partner with Product and Engineering to translate enterprise customer feedback into clear, prioritized product insights and roadmap influence.
• Work cross-functionally with Support, Professional Services, Operations, and other teams to resolve systemic issues and improve the end-to-end customer experience.
• Develop scalable playbooks for onboarding, adoption, executive business reviews, risk mitigation, renewal management, and expansion.
• Personally lead high-impact customer escalations and strategic account interventions, bringing urgency, sound judgment, and a long-term perspective.
• Define and communicate the team's goals, metrics, forecasts, and performance trends to executive leadership.
• Identify opportunities to simplify processes, remove friction, and increase the effectiveness of the customer success organization.

What We're Looking For

• 12+ years of experience in customer success, account management, professional services, or a related customer-facing function, including 5+ years leading senior customer success organizations.
• Experience leading customer success for enterprise and strategic accounts in a complex B2B technology, SaaS, platform, or hardware-enabled software environment.
• Demonstrated ownership of business outcomes such as gross revenue retention, net revenue retention, renewals, expansion, adoption, and customer lifetime value.
• Experience leading organizations through scale, transformation, or increased operating rigor.
• Strong executive presence and the ability to build credibility with customer executives and internal leaders.
• A track record of developing leaders, setting a high bar for performance, and building inclusive, accountable teams.
• Strong analytical and operational discipline, with the ability to turn customer and business data into clear priorities and action.
• Exceptional cross-functional leadership skills and the ability to influence without relying solely on formal authority.
• A practical, customer-first leadership style with the judgment to balance strategic thinking and hands-on execution.
• Excellent written and verbal communication skills.

Preferred experience

• Experience supporting customers with complex operational, logistics, transportation, field-service, or other physical-world workflows.
• Experience leading customer success in a business that combines hardware, software, and services.
• Experience building or modernizing customer health scoring, renewal forecasting, executive sponsorship, or scaled success programs.
• Experience operating in a high-growth, customer-centric technology company.

Pay Transparency

Your compensation may be based on several factors, including education, work experience, and certifications. For certain roles, total compensation may include restricted stock units. Motive offers benefits including health, pharmacy, optical and dental care benefits, paid time off, sick time off, short term and long term disability coverage, life insurance as well as 401k contribution (all benefits are subject to eligibility requirements). Learn more about our benefits by visiting Motive Perks & Benefits.

The on-target earnings (base pay + commissions) for this role

$254,000—$438,000 USD

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