Customer Success Manager
At a glance
Mid-level Customer Success role at Motive. Mexico City.
Pay not stated
growthroles summary, based on the employer's posting.
What you'll do
- Manage existing customer accounts with an eye toward renewals, retention, and expansion
- Drive adoption through customer training and guidance on effective product practices
- Spot ways customers can gain value across the full Motive platform
- Guide customers through support processes and route escalations when necessary
- Coordinate with sales and implementation teams to make customer handoffs smooth
What you bring
- At least two years in a role where you worked directly with customers
- At least one year as a CSM or equivalent role carrying renewal responsibility
- Fluency in both Spanish and English is required
- Experience owning revenue and renewals across a defined customer portfolio
Who this fits
You’ll suit a Mexico-focused customer success role centered on account ownership, renewals, adoption, and customer relationships. The position is based in Mexico City and involves frequent email, chat, and phone communication. Experience with Mexico- and US-based accounts or logistics is useful, while the role also calls for resilience, planning, resourcefulness, and comfort with feedback.
From the employer
Who we are:
Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.
Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.
Visit gomotive.com to learn more.
About the Role:
As a Customer Success Manager - Mexico, you will report to the Director, Customer Success, and be the face of Motive to our customers within Mexico. The CSM ensures that the customer realizes value from our solutions, helping customer leadership drive adoption and providing guidance in best practices around the use of our solutions. The CSM will take accountability in helping customers and internal cross functional teams find solutions to any issues that arise during the complete lifecycle of the customer using our solutions.
What You'll Do:
- Own a book of business with existing customers for expansion and renewals
- Ensure consistent retention of revenue and renewal of all accounts
- Own adoption, training, and development of best practices
- Maintain high levels of customer satisfaction and nurture client health
- Identify paths for the customer to realize value from the entire Motive platform
- Help customers navigate our internal processes, including support tickets.
- Help customers to escalate support issues correctly if needed
- Handle a large volume of email, chat, and phone conversations
- Work with the sales team and Implementation Consultants to ensure a seamless handoff
What We're Looking For:
- 2+ years prior experience in a customer-facing role
- 1+ years prior experience as a CSM or equivalent (owning a renewal target)
- Bilingual fluency in Spanish and English required
- Ownership of revenue and renewals for a named book of business
- Experience working with accounts based in both Mexico and US a plus
- Ability to build and maintain relationships with clients and their key personnel
- Receptive to feedback, willingness to learn and embrace continuous improvement
- Resilient in capacity to deal with pressure and the demands of a fast-paced workplace
- Ability to plan ahead and be resourceful
- Strong sense of ownership for the product
- Logistics experience is a big plus
- Prior sales experience a plus
Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.
Please review our Candidate Privacy Notice here.
UK Candidate Privacy Notice here.
The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.
Regarding US-based roles, depending on your role and primary work location, Motive Technologies, Inc. (“Employer”) discloses candidates may be required to execute a non-compete covenant with the Employer. This requirement does not apply to lawyers, interns, or employees working in CA, MN, MT, ND, OK, or where otherwise prohibited by law.
Non-compete covenant terms in all other jurisdictions will be subject to the applicable statutory requirements, including but not limited to, procedures, industry related prohibitions, or salary and compensation thresholds.
All job postings are for existing vacancies. Please note; some interviews or new-hire training sessions may be held in person at one of our global offices.
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