Associate Vice President of Customer Success (Enterprise and Strategic Accounts)

Join Motive, a leading technology company, as the Associate Vice President of Customer Success for Enterprise and Strategic Accounts. In this strategic and hands-on leadership role, you will own the strategy, operating rhythm, and performance of customer success for Motive's largest and most complex customers in North America. You will lead a high-performing organization responsible for driving measurable customer outcomes, product adoption, retention, and expansion. This role requires a practical, customer-first leadership style, strong analytical and operational discipline, and exceptional cross-functional leadership skills.

• Establecer la visión y la estrategia para el éxito del cliente empresarial y estratégico, alineada con las prioridades de la empresa y los resultados comerciales más importantes de los clientes.
• Liderar, entrenar y desarrollar una organización de éxito del cliente de alto rendimiento con expectativas claras, una fuerte responsabilidad y una cultura de defensa del cliente.
• Ser responsable del modelo operativo para la salud del cliente, el patrocinio ejecutivo, la planificación del éxito, la gestión de riesgos, las renovaciones y la expansión en asociación con ventas y liderazgo de cuentas.

• A practical, customer-first leadership style with the judgment to balance strategic thinking and hands-on execution
• Experience leading customer success for enterprise and strategic accounts in a complex B2B technology, SaaS, platform, or hardware-enabled software environment
• 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
• Excellent written and verbal communication skills
• Experience leading organizations through scale, transformation, or increased operating rigor
• Strong analytical and operational discipline, with the ability to turn customer and business data into clear priorities and action
• Exceptional cross-functional leadership skills and the ability to influence without relying solely on formal authority
• Demonstrated ownership of business outcomes such as gross revenue retention, net revenue retention, renewals, expansion, adoption, and customer lifetime value
• Strong executive presence and the ability to build credibility with customer executives and internal leaders
• A track record of developing leaders, setting a high bar for performance, and building inclusive, accountable teams
• Experience operating in a high-growth, customer-centric technology company
• Experience building or modernizing customer health scoring, renewal forecasting, executive sponsorship, or scaled success programs
• Experience leading customer success in a business that combines hardware, software, and services
• Experience supporting customers with complex operational, logistics, transportation, field-service, or other physical-world workflows