Customer Success Manager

Description:

Motive is a global leader in empowering physical operations with AI-driven technology, offering solutions that make work safer, more productive, and more profitable. The platform enables complete visibility and control by connecting drivers, vehicles, equipment, and fleet-related spending in one integrated system. Motive supports nearly 100,000 customers globally — including Fortune 500 companies and small businesses — across industries such as logistics, construction, energy, manufacturing, retail, and the public sector.

Motive is seeking a Customer Success Manager (Technical & Implementation) who will take ownership of the post-sale customer lifecycle, driving successful onboarding, implementation, and long-term adoption of Motive’s solutions. This role requires a blend of technical acumen, project management discipline, and customer success strategy to deliver measurable value and ensure customer satisfaction.

Key Responsibilities:

• Lead end-to-end onboarding and implementation processes — including scoping, planning, configuration, testing, training, and go-live support.

• Own the customer success plan by defining measurable outcomes, milestones, and timelines while managing risks, dependencies, and resources.

• Translate business requirements into technical solutions, advising customers on integrations, architecture, and scalability best practices.

• Configure and optimize Motive’s platform — including APIs, SSO, and data imports — ensuring smooth deployment and adoption.

• Conduct discovery and gap analysis to align solutions with customer objectives and key performance indicators (KPIs).

• Build and maintain strong relationships with customers at both executive and operational levels, leading stakeholder meetings and status reviews.

• Proactively monitor product usage, identify risks, and implement strategies to enhance adoption and prevent churn.

• Act as a customer advocate, collaborating with internal teams (Product, Engineering, and Support) to resolve issues and improve the platform.

• Deliver training programs, enablement sessions, and tailored resources to ensure customers gain maximum value.

• Identify expansion and renewal opportunities by aligning realized value with customer business outcomes.

Qualifications and Requirements:

• 5+ years of experience in Customer Success, Technical Consulting, or Technical Account Management roles.

• Experience with enterprise SaaS or hardware platforms, ideally within fleet management or IoT sectors.

• Demonstrated success in managing complex, cross-functional implementation projects (PMI, Agile, or hybrid methodologies preferred).

• Strong stakeholder engagement and executive communication skills.

• Proficiency with project and CRM tools such as Jira, Asana, Salesforce, or Gainsight.

• Analytical and data-driven mindset — ability to interpret KPIs and dashboards to guide customer outcomes.

• Familiarity with APIs, data security, and system integration patterns.

• Bachelor's degree in a technical, business, or related discipline (PMP, CSM, or equivalent certifications are a plus).

Key Competencies:

• Customer-focused problem solver with strong analytical ability.

• Technically proficient and confident in discussing API integrations and data workflows.

• Proven ability to lead projects from concept to completion with attention to detail.

• Skilled communicator capable of simplifying technical topics for varied audiences.

• Strong ownership mentality with resilience and adaptability in dynamic environments.

Work Environment:

• Remote position with the flexibility to work hybrid from Motive’s London office.

• Opportunity to work cross-functionally with global teams in a collaborative, growth-oriented environment.

• Inclusive and diverse culture that values innovation, teamwork, and continuous improvement.