VP, SMB Sales & Account Management

About the Role

Motive is looking for an exceptional, operational, and data-driven Vice President, SMB to lead our high-volume inside sales and account management organization. Managing a book of business across SMB customers, this leader will oversee a global organization of New Logo reps and Account Managers primarily based in Lahore and Islamabad, Pakistan, managed through US-based Director-level leadership in Austin.

This is a transformative, high-impact mandate. We are seeking a forward-thinking executive to drive our digital transformation, blending human talent with AI-driven workflows, product-led growth (PLG) triggers, and automated customer lifecycle orchestration. You will modernize our GTM engine, stabilize controllable churn, elevate multi-product cross-sell attach rates, and turn our SMB motion into a world-class model of operational efficiency.

What You'll Do

• Drive Digital Transformation & AI Integration: Modernize a large-scale, human-heavy GTM operation by identifying repetitive tasks and embedding AI automation, self-service tools, and tech-touch workflows across the customer journey.
• Lead a Global, Distributed Team: Oversee an inside sales and account management organization. Partner with US-based Directors in Austin to maintain high operational rigor, performance management, coaching, and alignment across frontline offshore teams.
• Master Churn Analytics & Forecasting: Deep-dive into aggregate customer data across SMB accounts to separate controllable churn (onboarding friction, billing issues, product gaps) from uncontrollable market attrition, implementing actionable levers to maximize retention.
• Automate Customer Lifecycle Touchpoints: Partner closely with Lifecycle Marketing and Product teams to establish usage-based automated triggers that anticipate customer needs, drive proactive interventions, and improve customer health scores.
• Expand Core Customer ACV & Cross-Sell: Build and scale repeatable playbooks to attach 3rd and 4th products (such as AI Dashcam Plus and telematics safety suites) to raise average deal values and scale core customer accounts.
• Fix & Proactively Manage Renewals: Overhaul auto-renewal and billing processes to eliminate customer friction, improve trust, and resolve public sentiment issues on platforms like G2 and Trustpilot.
• Explore Base Monetization & Strategic Partnerships: Collaborate with Business Development to explore innovative monetization strategies across our customer base (e.g., embedded commercial insurance partnerships).

What We're Looking For

• Proven Large-Scale Leadership: 10+ years of progressive sales, account management, or post-sales leadership experience, with a track record of managing distributed, high-headcount inside orgs (hundreds of team members across global/offshore hubs like LatAm, India, Philippines, or Pakistan).
• AI & Automation Mindset: Strong expertise in leveraging AI, tech-touch automation, and product telemetry to streamline high-volume operations. Experience transforming or scaling down manual support/sales workflows through technology is strongly preferred.
• Post-Sales & Account Management Depth: Deep operational expertise in post-sales, customer retention, churn mitigation, and expansion motions within SMB B2B SaaS or Hardware/Software (IoT) environments.
• Relentlessly Data-Driven: Highly analytical decision-maker who relies on quantitative metrics over qualitative anecdotes to solve complex operational challenges.
• Product-To-Sales Fluency: Ability to collaborate closely with Product and Product Marketing teams to build tight feedback loops that resolve reliability issues and drive product-led expansion.
• Travel Flexibility: Willingness to travel up to 3 weeks per quarter to regional hubs (SF, Austin, Nashville) and site visits to international centers.

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