At a Glance
- Tasks: Lead customer onboarding and implementations, ensuring successful project delivery.
- Company: Join Motive, a leader in empowering physical operations with innovative technology.
- Benefits: Flexible remote or hybrid work options, competitive salary, and professional growth opportunities.
- Other info: Be part of a diverse team committed to creating an inclusive workplace.
- Why this job: Make a real impact by helping customers succeed with cutting-edge SaaS solutions.
- Qualifications: 5+ years in Customer Success or Technical Consulting with enterprise B2B SaaS experience.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Customer Success Manager (Technical & Implementation) - UK — United Kingdom
Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. Motive enables safety, operations, and finance teams to manage drivers, vehicles, equipment, and fleet related spend in a single system. The Motive platform provides visibility and control and reduces manual workloads by automating 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.
The Customer Success Manager (CSM) will own the post‑sale customer lifecycle, combining technical acumen, project management discipline, and implementation expertise to drive rapid time‑to‑value and long‑term outcomes.
Remote or hybrid/ London office opportunity.
Responsibilities
- Lead customer onboarding and implementations end‑to‑end, including scoping, planning, configuration, testing, training, and go‑live support.
- Own the customer success plan and project timelines; manage risks, dependencies, and resources to deliver on time and within scope.
- Translate business goals into technical solutions; advise on architecture, integrations, data flows, and best practices for scalability and reliability.
- Configure product features, workflows, policies, and user roles; coordinate technical tasks such as API setup, SSO, and data imports with customer and internal teams.
- Conduct discovery and gap analysis to define success metrics, adoption milestones, and measurable outcomes.
- Run executive and working‑level touch points: EBRs, status reviews, stakeholder alignment, and change management.
- Monitor product usage and health; proactively identify churn risks and drive corrective action plans.
- Serve as the customer’s advocate: capture feedback, document requirements, and escalate issues; partner with Product, Support, and Engineering to resolve blockers.
- Deliver enablement: develop and present training, playbooks, and knowledge resources tailored to user roles and maturity.
- Identify expansion opportunities by aligning value realised to business objectives; collaborate with Sales on renewals and upsell motions. (Bonus)
Qualifications
- 5+ years in Customer Success, Technical Consulting, or Technical Account Management working with enterprise B2B SaaS solutions or hardware platforms / fleet technology solutions.
- Proven experience managing complex implementations and cross‑functional projects using frameworks like PMI, Agile, or Hybrid approaches.
- Exceptional stakeholder management and communication skills across executive, business, and technical audiences.
- Proficiency with project management tools (e.g., Jira, Asana), CRMs/CS platforms (e.g., Salesforce, Gainsight), and collaboration tools.
- Analytical mindset: comfortable with KPIs, dashboards, and deriving insights to drive adoption and outcomes.
- Experience in change management, training, and user enablement programs.
- Bachelor’s degree in a technical, business, or related field; PMP, CSM (Scrum), or similar certifications are a plus.
- Customer‑centric problem solving: quickly diagnose root causes and craft pragmatic solutions.
- Technical fluency: confidently engage with APIs, data security, integration patterns and IoT technology.
- Program and project leadership: plan, prioritise, and execute with rigor.
- Executive communication: synthesise complex topics into clear, outcome‑oriented narratives.
- Ownership and resilience: drive outcomes amid ambiguity and competing priorities.
Creating a diverse and inclusive workplace is one of Motive\'s core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.
Please review our Candidate Privacy Notice here.
The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive\'s policy to require that employees be authorized to receive access to Motive products and technology.
Customer Success Manager (Technical & Implementation) - UK New United Kingdom in City of London employer: Motive
Motive is an exceptional employer that prioritises employee growth and development, offering a dynamic work culture where innovation thrives. With opportunities for remote or hybrid work in London, employees benefit from a collaborative environment that encourages technical expertise and customer-centric problem solving. The company values diversity and inclusion, ensuring that every team member feels valued and empowered to contribute to meaningful outcomes for nearly 100,000 customers across various industries.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (Technical & Implementation) - UK New United Kingdom in City of London
✨Tip Number 1
Get to know the company inside out! Research Motive's products, values, and customer success stories. This will help you tailor your conversations and show that you're genuinely interested in making an impact.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for the interview process. It’s all about building those connections!
✨Tip Number 3
Prepare for scenario-based questions. Think about how you would handle specific challenges related to customer onboarding and implementation. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your interest and keep you top of mind.
We think you need these skills to ace Customer Success Manager (Technical & Implementation) - UK New United Kingdom in City of London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in technical consulting and project management, and show us how you can drive customer success with your skills.
Showcase Your Technical Skills:Since this role requires a good grasp of technical concepts, don’t shy away from mentioning your experience with APIs, data security, and SaaS solutions. We want to see how you can translate business goals into technical solutions!
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and structure your thoughts logically. This will help us understand your qualifications and how you can contribute to our team.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Motive
✨Know Your Tech Inside Out
As a Customer Success Manager, you'll need to demonstrate your technical acumen. Brush up on the Motive platform and be ready to discuss how you would approach customer onboarding and implementation. Familiarise yourself with APIs, data flows, and integration patterns to show you can translate business goals into technical solutions.
✨Showcase Your Project Management Skills
Be prepared to talk about your experience managing complex implementations. Use specific examples from your past roles where you successfully led projects using frameworks like PMI or Agile. Highlight how you managed timelines, risks, and resources to deliver results on time and within scope.
✨Communicate Like a Pro
Exceptional communication is key in this role. Practice synthesising complex topics into clear, outcome-oriented narratives. Think of examples where you've effectively communicated with both technical and non-technical stakeholders, and be ready to share how you handled any challenges that arose.
✨Demonstrate Customer-Centric Problem Solving
Prepare to discuss how you've diagnosed root causes of issues in previous roles and crafted pragmatic solutions. Share specific instances where you acted as an advocate for customers, capturing feedback and collaborating with teams to resolve blockers. This will show your commitment to customer success.
