Director of Customer Success, Canada
$265k - $364k USD
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 the Director Customer Success for Canada, you will use your superior account management expertise to scale processes and strategies that will support Motive’s smallest to largest and most complex customers. You will help initiate, guide and be the guardian of the action plans that add to, and maintain, Motive’s exceptional growth. Your success will be highly visible at the board level and be directly measured by Net Revenue Retention, Expansion ARR and NPS.
Responsibilities:
- Crucial member of the Canadian GTM leadership team, helping guide and shape the future of the department and contributing to the future of the wider business
- Lead an organization of managers responsible for leading Customer Success Managers and Enterprise Account Managers who drive the widespread adoption, value confirmation and ultimately renewal and expansion of Motive technology across our Enterprise Customer base
- Ensure segment level playbooks, strategy and programs are in place to ensure our client’s goals are met while simultaneously carrying a team quota to reach our organization’s revenue goals
- Partner with the Engineering, Product, Enablement, Sales and Technical Support teams to ensure positive customer outcomes
- Identify opportunities for continuous improvement including evolving processes, playbooks, setting OKRs and guiding the broader customer journey
- Build and develop an efficient organization that maintains a high standard of excellence while providing exceptional support and success to customers
- Hire and nurture new talent into our world-class Customer Success organization by building a pipeline of exceptional candidates, establishing rigorous interview standards, setting high expectations on performance and providing constructive feedback
- Be an expert at leading best practices in change management for both our team and clients while finding ways for CSMs to deeply understand our customer’s objectives and become strategic trusted advisors by determining how to define, drive and demonstrate client value (ROI)
- Align with Sales and Marketing on expansion opportunities including hand-offs and CSM roles in the sales cycle to drive a predictable upsell and expansion
- Mentor, assist with account planning, performance management, metric pacing, pipeline generation, and forecasting for all team members
- Maintain relationships with executives at our largest partners
Required Experience/Skills: - 10+ years of experience successfully leading regionally distributed teams, ideally in a B2B SaaS environment with roles in Sales, Account Management and Customer Success
- 10+ years leading geographically distributed teams in B2B SaaS, across Sales, Account Management, and Customer Success
- Strong passion for Customer Success and alignment with Motive’s mission and customers
- Proven ability to manage teams within budget and allocate resources effectively
- Experience with sales pipeline management
- Demonstrated success driving cross-functional initiatives through influence, not direct authority
- Excellent interpersonal skills, customer empathy, and executive-level relationship management, including escalations
- Ability to operate effectively in fast-paced, cross-functional environments with multiple priorities
- Expertise in negotiation, legal, and procurement processes
- Bachelor’s degree required; MS or MBA preferred
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 compensation range for this position will depend on where you reside. For this role, the compensation range is:
Canada
$265,000—$364,000 CAD
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.
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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.