Job Description
Location: Remote (US-based)
Department: Customer Success | Reports to: Director of Customer Success
Motivity is looking for a strategic, relationship-driven, and empathetic Customer Success Manager (CSM) to join our growing team. In this role, you'll be responsible for managing a portfolio of customers, ensuring their long-term success with Motivity's platform, and driving retention and expansion across your book of business.
We're especially excited to meet candidates with experience or interest in Applied Behavior Analysis (ABA), Special Education, or adjacent fields. If you've supported clinicians, educators, or therapy organizations and have a passion for helping teams do their best work - we'd love to hear from you.
What you'll do:
- Relationship Management: Become an effective and trusted resource for our customers. Build and cultivate deep, trusted, and transparent relationships, exceeding their expectations during every phase of the customer lifecycle.
- Value Realization: Establish clear success goals, including high product adoption and high platform utilization, and own delivery of those goals. Identify potential opportunities for upsell.
- Voice of the Customer: Be a strategic "voice of the customer" thought-partner for our internal teams (product, marketing, sales) to recognize potential improvements for Motivity's Product experience.
- 100% Renewals: Own renewals for your partners end-to-end.
- Drive Adoption, Enablement & Scalable Success: Support ongoing training and onboarding of new users within existing accounts.
- Champion long-term adoption by helping define and improve post-implementation engagement strategies.
- Bring creativity and a builder's mindset to help design scalable, yet high-touch and personalized approaches that support diverse customer segments across their full journey with Motivity.
- Manage Risk & Escalations: Identify risks early, manage escalations with urgency, and communicate customer needs effectively to internal teams.
- Maintain Clean CRM Hygiene: Keep accurate records, notes, and tasks in our CRM to ensure visibility and cross-functional alignment.
What We're Looking For
- 3+ years in a Customer Success, Account Management, or other client-facing role working with a high volume of clients
- Ability to build out processes and tooling to support customers at scale
- Demonstrated experience managing commercial conversations, with preference for experience managing renewals and upsell discussions.
- Strategic mindset with a bias for action and results
- Passion for shaping systems and processes, and thinking critically about how to scale success without sacrificing the human touch
- Strong relationship-building and communication skills, including executive presence
- Comfortable navigating complex organizations and influencing stakeholders
- Excellent CRM hygiene and documentation habits (HubSpot experience a plus)
- Highly organized, proactive, detail-oriented, and customer-obsessed
- Bonus: Experience with or interest in ABA, special education, or healthcare
- BCBA(R)s welcome to apply!
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