Chief Customer Officer

About the Role:

The Chief Customer Officer is an experienced Customer Success professional with mastery of leading post sales teams including Customer Success and Account Management. This leader has tenured experience designing and implementing programs that support customers ranging from small consumer-like SMBs through to industry leading Enterprise customers. They have a track record of scaling SaaS Customer Success organizations through IPO and beyond.

Reporting to the Chief Revenue Officer, the Chief Customer Officer must be able to thrive in a fast-moving, high growth environment. This is a highly collaborative role that requires a leader who can evangelize a customer-centric strategic vision to help customers reach their goals as efficiently as possible. They will drive key metrics related to product utilization, retention and revenue expansion as measured through Logo, Gross and Net Revenue Retention. In doing so they will ensure the long-term success of Motive’s customers

Responsibilities:

- Drive, lead and inspire a Customer Success program that supports customers ranging from 1 unit to thousands of units while ensuring that every customer reaches their business goals through the Motive suite of products

- Own board level revenue measures including Net Revenue Retention and Gross Revenue Retention along with key activities which support these measures, notably; Expanding revenue in accounts through cross-sell and up-sell, driving customer satisfaction, higher product adoption and renewals

- Manage or strategically partner with cross-functional owners to ensure the highest levels of customer support in Onboarding, Training, Professional Services, Support, Customer Success Management, Renewals, Cross-sell / Up-sell and Advocacy

- Create a cadence for regular reviews that facilitate trust, alignment and strategic direction from the individual contributor level, through Senior Leadership in Customer Success, across stakeholder function and up to the C-Suite and beyond to the board when required.

- Lead a World-class Customer Success Team including recruiting experienced leaders for each functional role, attracting high potential individual contributors and instilling a performance led culture.

- Carry the torch on a company-wide culture of Customer Success not limited to aligning with Marketing around marketing to existing clients and creating company-wide customer feedback loop by partnering with product around driving product roadmaps

Compensation is based on several factors, including education, work experience, and certifications. Motive offers benefits including health, pharmacy, optical and dental care benefits as well as 401k contribution (all benefits are subject to eligibility requirements). Learn more about our benefits by visiting Motive Benefits Page.

The base salary range for this role is $300,000 - $450,000.

In addition to base salary, this role will be eligible for a cash-based incentive and equity in the form of restricted stock units.  The target total cash compensation for this role will be $395,000 - $600,000.  Total cash compensation reflects the sum of base salary plus the cash based incentive.