AVP, Customer Success - Enterprise and Strategic Accounts
United States - Austin · United States - Nashville · United States - San Francisco · United States · USD 254,000-438,000 · 5+ years experience · Posted Oct 11, 2026
At a glance
- Experience
- 5+ years experience
- Location
- United States - Austin · United States - Nashville · United States - San Francisco · United States
- Salary
- USD 254,000-438,000 · Base salary
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.
Responsibilities
- 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.
Requirements
- 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 qualifications
- 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.
Benefits
- health care benefits
- pharmacy care benefits
- optical care benefits
- dental care benefits
- paid time off
- sick time off
- short term disability coverage
- long term disability coverage
- life insurance
- 401k contribution
