AVP, Customer Success - Enterprise and Strategic Accounts
- Compensation
- Not disclosed
- Location
- United States - Austin, Texas; United States - Nashville, Tennessee; United States - San Francisco, California
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 5+ years
- Category
- Customer success
- Posted
Skills
Must 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.
- 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.
- 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.
- Exceptional cross-functional leadership skills and the ability to influence without relying solely on formal authority.
- A practical, customer-first leadership style with the judgment to balance strategic thinking and hands-on execution.
- 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.
Full description
Who we are:
Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.
Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.
Visit to learn more.
About the Role:
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.
What You'll Do:
- Set the vision and strategy for enterprise and strategic customer success, aligned to Motive’s company priorities and customers’ most important business outcomes.
- Lead, coach, and develop a high-performing customer success organization with clear expectations, strong accountability, and a culture of customer advocacy.
- Own the operating model for customer health, executive sponsorship, success planning, risk management, renewals, and expansion in partnership with Sales and account leadership.
- Establish rigorous mechanisms to improve gross revenue retention, net revenue retention, logo retention, product adoption, and time-to-value.
- Build a consistent, data-informed view of customer health, including leading indicators, renewal risk, adoption gaps, escalation patterns, and expansion opportunities.
- Create executive engagement programs that deepen relationships with customer decision-makers and establish Motive as a strategic partner.