Leads a team of 6–9 Strategic Customer Success Managers serving complex enterprise accounts. Owns retention, renewals, upsell and cross-sell targets, account strategy, success planning, forecasting, customer health, executive business reviews, and escalations. Develops customer success playbooks, advocates for client needs internally, builds executive relationships, and partners with Sales, Product, and Marketing to improve outcomes. Also oversees recruiting, career development, team performance, and change management.

Lead and manage enterprise trials/POCs, define success criteria, configure the Motive platform, provide training and stakeholder communication, analyze trial data, and drive trial-to-sale conversion while partnering with sales and engineering.