About Motive
Motive is the fastest-growing website provider for dealerships. Shopping for a vehicle is a difficult process, and we believe that a better consumer experience online can make it great. Our all-in-one platform is serving an increasingly robust quantity of dealers through our direct partnerships with nearly every OEM brand.
About the Role
We are seeking a Performance Manager (Customer Success Manager), Team Lead to lead a team of Performance Managers while personally owning a smaller book of dealership accounts.
This is a player/coach role. Part of your time goes to coaching and developing your team; the rest goes to running your own accounts end to end. You hold your own accounts to the same standard you expect from your team.
The Performance Manager (CSM), Team Lead is responsible for the performance, retention, and growth of the accounts across their team, and for the day-to-day coaching and development of the Performance Managers on it. You'll review work, unblock your team, and step in directly on complex or at-risk accounts, while continuing to manage a client portfolio of your own.
In this job, you can expect to:
Team leadership
Coach and develop a team of Performance Managers, giving regular feedback on client communication, account strategy, and use of performance data.
Run 1:1s and team meetings; set goals and hold the team accountable to account health, retention, and growth targets.
Onboard and train new Performance Managers, including shadowing client calls and reviewing early account plans.
Partner with Senior leadership on hiring, capacity planning, and process improvements for the team.
Aggregate and prioritize client feedback across the team's book, and represent it to the Motive Product team.
Individual book of business
Own a reduced book of dealership accounts directly: be the consistent point of contact, manage ongoing communications, and proactively handle expectations, priorities, and follow-ups.
Build trusted partnerships with your own clients by understanding their goals, priorities, and business structure.
Monitor the performance of client sites across key automotive and digital KPIs.
Align Motive’s solutions to client business objectives and performance goals.
Drive expansion opportunities for Motive products and additional sites within dealership groups.
Support client onboarding and ongoing adoption of Motive’s tools and workflows.
Lead application training sessions with client teams and key stakeholders.
Work closely with the Motive Product team to share client feedback and performance insights.
We are looking for someone who has/is:
4+ years of experience in customer success, account management, or consulting within the automotive industry, including experience coaching or mentoring other CSMs, whether formally or informally.
A track record of managing a large, complex book of dealership accounts with strong retention and growth results.
Experience giving direct, constructive feedback and holding a team accountable to a high bar.
Superior written and verbal communication.
Comfortable working with performance data, analytics, and reporting, and skilled at teaching others to use it.
Highly organized, with the ability to balance personal account ownership against team leadership responsibilities.
Collaborative and comfortable working cross-functionally.
Compensation:
The pay scale is inclusive of various prerequisites and levels of proficiency, and will be further narrowed throughout the interview process.
Motive contributes 100% of the cost of employees' and 50% of dependents' health, dental, and vision insurance premiums.
Work Location: Remote or in-person in Oklahoma City
While Motive is headquartered in Oklahoma City, our team is fully distributed across the US. We are currently accepting applications from all US states.
Requires 4+ years in customer success, account management, or automotive consulting, plus CSM coaching experience, complex account management, strong communication, data analysis, organization, and cross-functional collaboration.
Key Responsibilities
- coaching managers
- managing accounts
- analyzing performance
Job Details
- Category: Customer Service
- Seniority: Senior Level
- Commitment: Full Time
- Workplace: Remote — Oklahoma City or United States
- Languages: English
Benefits
- Retirement plan
About Motive
A website provider helping vehicle dealerships improve the online shopping experience. — Industry: Information Technology