AVP, Customer Success - Enterprise and Strategic Accounts

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.

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

The ideal candidate will have 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. They should have experience leading customer success for enterprise and strategic accounts in a complex B2B technology, SaaS, platform, or hardware-enabled software environment. The candidate should have demonstrated ownership of business outcomes such as gross revenue retention, net revenue retention, renewals, expansion, adoption, and customer lifetime value. They should have experience leading organizations through scale, transformation, or increased operating rigor. The candidate should possess strong executive presence and the ability to build credibility with customer executives and internal leaders. They should have 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, is essential. Exceptional cross-functional leadership skills and the ability to influence without relying solely on formal authority are also important. A practical, customer-first leadership style with the judgment to balance strategic thinking and hands-on execution is required. Excellent written and verbal communication skills are necessary.

Compensation for this role includes a base salary ranging from $254,000 to $438,000 per year, depending on experience and qualifications. Motive offers a comprehensive benefits package, including health, pharmacy, optical, and dental care benefits, paid time off, sick time off, short-term and long-term disability coverage, life insurance, and a 401(k) contribution. All benefits are subject to eligibility requirements.

Motive is committed to creating a diverse and inclusive workplace. We welcome people of different backgrounds, experiences, abilities, and perspectives. This is an excellent opportunity for a seasoned customer success leader to make a significant impact in a rapidly growing company and to drive success for some of Motive's most important clients.