AVP, Customer Success - Enterprise and Strategic Accounts

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.

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.

• 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.

• 12+ years of experience in customer success, account management,…