AVP, Customer Success - Enterprise and Strategic Accounts

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.
• Partner with Sales leadership to improve account planning, renewal readiness, commercial alignment, and the transition from implementation to ongoing value realization.
• Partner with Product and Engineering to translate enterprise customer feedback into clear, prioritized product insights and roadmap influence.
• Work cross-functionally with Support, Professional Services, Operations, and other teams to resolve systemic issues and improve the end-to-end customer experience.
• Develop scalable playbooks for onboarding, adoption, executive business reviews, risk mitigation, renewal management, and expansion.
• Personally lead high-impact customer escalations and strategic account interventions, bringing urgency, sound judgment, and a long-term perspective.
• Define and communicate the team’s goals, metrics, forecasts, and performance trends to executive leadership.
• Identify opportunities to simplify processes, remove friction, and increase the effectiveness of the customer success organization.

What We're Looking For:

• 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.

Preferred experience:

• 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.