AVP, Customer Success - Enterprise and Strategic Accounts

The role

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 role involves leading a high-performing organization to drive customer outcomes, product adoption, retention, and expansion.

What you will do

• Set the vision and strategy for enterprise and strategic customer success.
• Lead, coach, and develop a high-performing customer success organization.
• Own the operating model for customer health, executive sponsorship, success planning, risk management, renewals, and expansion.
• Establish mechanisms to improve retention, product adoption, and time-to-value.
• Build a data-informed view of customer health and expansion opportunities.
• Create executive engagement programs to deepen relationships with decision-makers.
• Partner with Sales leadership on account planning and renewal readiness.
• Partner with Product and Engineering to translate customer feedback into product insights.
• Work cross-functionally to resolve systemic issues and improve customer experience.
• Develop scalable playbooks for onboarding, adoption, and risk mitigation.

Required qualifications

• 12+ years of experience in customer success, account management, professional services, or a related customer-facing function.
• 5+ years leading senior customer success organizations.
• Experience leading customer success for enterprise and strategic accounts in a complex B2B technology, SaaS, platform, or hardware-enabled software environment.
• Demonstrated ownership of business outcomes such as gross revenue retention, net revenue retention, renewals, expansion, adoption, and customer lifetime value.
• Experience leading organizations through scale, transformation, or increased operating rigor.
• Strong executive presence and the ability to build credibility with customer executives and internal leaders.
• Track record of developing leaders, setting a high bar for performance, and building inclusive, accountable teams.
• Strong analytical and operational discipline.
• Exceptional cross-functional leadership skills.
• Practical, customer-first leadership style.
• Excellent written and verbal communication skills.

Nice to have

• Experience supporting customers with complex operational, logistics, transportation, field-service, or other physical-world workflows.
• Experience leading customer success in a business that combines hardware, software, and services.
• Experience building or modernizing customer health scoring, renewal forecasting, executive sponsorship, or scaled success programs.
• Experience operating in a high-growth, customer-centric technology company.

Before you apply

• The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations.
• Depending on your role and primary work location, you may be required to execute a non-compete covenant.

About the company

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. The company serves nearly 100,000 customers across various industries.