• Help shape and scale an exceptional high-touch customer experience across the mid-market segment. • Implement, train, and support the adoption of Ashby with customers across the region. • Partner closely with a talented group of four CSMs on the EMEA Mid-Market team. • Become a product and domain expert to enable customers to make the best use of Ashby to drive hiring excellence.

• Own post-implementation relationships with customers operating WMS-driven fulfillment environments • Drive adoption and optimization of ShipHawk’s WMS and TMS workflows (order routing, picking/packing, shipping logic) • Lead discussions on warehouse operations, operator training, and success planning with a focus on warehouse processes • Conduct business reviews tied to operational KPIs (throughput, pick/pack efficiency, shipping cost optimization) • Proactively identify risks in customer operations and implement action plans to improve retention • Partner with Account Managers on renewals and expansion opportunities grounded in operational value • Act as the voice of the customer to Product and Engineering, especially around warehouse workflows and system integrations • Translate customer operational goals into measurable system outcomes • Analyze usage data and operational metrics to guide customer engagement

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. Visit gomotive.com to learn more. Strategic Accounts Customer Success Manager About the Role: As a Strategic Accounts Customer Success Manager, you will be the face of Motive for our largest customers. You will be responsible for assisting customers through the implementation process, proactively working to achieve and maintain full customer satisfaction for the duration of their product subscription while driving upsells and renewals. As a member of a fast-paced and tight-knit team, you will help support product and business development to satisfy customer needs along with developing internal tools to help the business gain scale. What You’ll Do: - Establish and oversee the customer's continued adoption, training, and development of best practices to continually drive incremental value and return on the customer's investment - Develop strong working relationships at multiple management levels within the customer accounts, including C Suite relationships - Collaborate with customers and product managers to manage product enhancement requests - Act as a subject matter expert on customer product features for strategic accounts - Manage initiatives to increase product adoption and customer satisfaction - Continually learn about the needs of the client at all levels by proactively uncovering emerging pain points and expectations to get a clearer picture of how Motive can address problems and create satisfying solutions and outcomes - Work collaboratively as part of the customer team by partnering, building plans, and communicating with AEs, the Onboarding team, Professional Services, Sales Engineers, and other internal colleagues to ensure aligned customer engagement and effective support - Maintain high renewal rates by demonstrating value, supporting goal attainment, and identifying opportunities for optimization - Identify upsell and expansion opportunities to grow the NRR for your book while ensuring renewal and retention metrics are exceeded - Gather intelligence on how customers are using products and determine features and services that are most valuable to their businesses - Act as an escalation point for all customers - Identify areas for improvement in customer experience in the product and processes What We’re Looking For: - 5+ years Enterprise Customer Success, Sales, or Account Management experience with a proven track record of success - A customer-centric thinker with a track record of delivering scalable solutions in a high-growth environment - Demonstrated ability in learning new software programs and products while identifying opportunities to use them to their full potential - Ability to thrive in a high-growth, high-ambiguity environment; setting personal objectives and prioritizing impact-based activities. - Exceptional account management skills and project management skills with strict attention to detail - Problem solver with demonstrated ability to overcome challenges and ambiguity with creative solutions Competencies: - Execution: Strategic Accounts Customer Success Managers (CSM) own a book of business averaging 5-8 clients or ~$ 5-8MM in ARR. CSMs conduct planned and time-gated outbound activities that enable client outcomes, communicate value, and identify new growth opportunities. - Domain Expertise: Strategic Accounts CSMs' execution is tailored to the cohort of clients within their book of business. Caring for a specific client type not only leverages their deep knowledge of CS and Motive but also requires them to become an expert in a particular niche. - User Focus: Strategic Accounts CSMs enable clients to extract value from Motive’s products and solutions through activities like training and adoption. Strategic ENT CSMs have a sharper focus on particular cohorts of the account base in which their activities/suggestions are more targeted. They use their expertise to expand usage and drive value far beyond the initial purchase reasons. - Collaboration: Strategic Accounts CSMs are the internal advocate for Motive’s customers. They escalate issues to key business partners, including escalating up leadership chains, in order to drive resolution. CSMs coordinate and lead EBRs that include AEs and other internal stakeholders. CSMs also participate routinely in identifying clients for BETA programs, references, and case studies. - Problem Solving: Strategic Accounts CSMs are capable of driving resolution cross-functionally, independent of leadership involvement. Their ability to proactively tackle problems and manage them to completion separates Motive from competitors. Duties/Functions: Specialized Book of Business: Strategic Accounts CSMs care for special cohorts within the ENT segment, which includes Partner (e.g, Insurance), New Client (Adoption), and Mature (fully penetrated) accounts. - Client Enablement: Strategic Accounts ensure clients are capable of extracting value from Motive’s products and services through adoption activities, new feature training, and providing suggestions on how to best leverage the platform. - Value Realization: Strategic Accounts CSMs communicate value to clients through conducting joint success planning, business reviews, and providing data to demonstrate return on investment. - Client Marketing: Strategic Accounts CSMs engage clients about thought leadership and new products framed around the value they create, which in turn leads to cross-sell opportunities for sales. CSMs also capture organic upsells through natural touchpoints. - Renewal Management: Strategic Accounts CSMs ensure clients have a great experience and extract value, turning the renewal into a predetermined event. Renewal Managers partner with CSMs to ensure the most value possible is extracted for Motive, while retaining the most units possible, driving profitability. - Escalation Management: Strategic Accounts CSMs proactively advocate for clients by escalating internally to prevent the need for the client to escalate. When clients do escalate, the CSM leads the engagement to drive swift resolution. - Account Stewardship: Strategic Accounts CSMs act as the main point of contact to guide clients through working with Motive as a company. Any non-selling activity becomes the CSM's responsibility to champion. - Technical Expert: Strategic Accounts CSMs act as a consultant and first line of triage. Their technical skill aids clients in maximizing value, becoming self-reliant, and reducing unnecessary tier 1 support needs. Pay Transparency Your compensation may be based on several factors, including education, work experience, and certifications. For certain roles, total compensation may include restricted stock units. Motive offers benefits including health, pharmacy, optical and dental care benefits, paid time off, sick time off, short term and long term disability coverage, life insurance as well as 401k contribution (all benefits are subject to eligibility requirements). Learn more about our benefits by visiting Motive Perks & Benefits. The compensation range for this position will depend on where you reside. For this role, the on-target earnings (base pay + commissions) are: United States $98,000—$165,000 USD 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. UK 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.

Coupa makes margins multiply through its community-generated AI and industry-leading total spend management platform for businesses large and small. Coupa AI is informed by trillions of dollars of direct and indirect spend data across a global network of 10M+ buyers and suppliers. We empower you with the ability to predict, prescribe, and automate smarter, more profitable business decisions to improve operating margins. Why join Coupa? 🔹 Pioneering Technology: At Coupa, we're at the forefront of innovation, leveraging the latest technology to empower our customers with greater efficiency and visibility in their spend. 🔹 Collaborative Culture: We value collaboration and teamwork, and our culture is driven by transparency, openness, and a shared commitment to excellence. 🔹 Global Impact: Join a company where your work has a global, measurable impact on our clients, the business, and each other. Learn more on Life at Coupa blog and hear from our employees about their experiences working at Coupa. The Impact of a Sr. Technical Program Manager at Coupa: The Senior Technical Program Manager will lead the delivery of complex, cross-functional technical programs that support Coupa’s strategic and operational priorities. This role partners closely with business and technology leaders to translate objectives into executable programs, ensure alignment across teams, and deliver measurable business outcomes. This leader will play a key role in driving strategic technology initiatives, including programs that leverage data and AI capabilities across both internal platforms and customer-facing solutions. The ideal candidate brings a strong background in delivering complex technical programs in a dynamic, fast-paced environment. What You'll Do: - Lead and manage multiple complex technical programs from initiation through delivery, ensuring alignment to scope, timeline, budget, and intended business value. - Drive execution of initiatives spanning enterprise platforms, data systems, and AI-enabled capabilities. - Own program planning and execution, including resource coordination, milestones, cross-program dependencies, and risk management. - Partner with key stakeholders and senior leadership to align on priorities and drive execution on business-critical initiatives. - Lead delivery of enterprise programs, including initiatives supporting end-to-end customer and revenue workflows across multiple systems and teams. - Proactively identify delivery risks, organizational constraints, and dependencies; drive resolution through influence, escalation, and clear decision framing. - Facilitate regular program and executive-level status reviews, providing concise updates on progress, risks, issues, and required decisions. - Continuously evaluate program performance and improve delivery processes, operating rhythms, and execution quality. What You Will Bring to Coupa: - 8+ years of experience leading complex, cross-functional technical programs in dynamic, fast-paced environments. - Demonstrated success delivering enterprise initiatives spanning multiple functions and core systems including cross-system integrations. - Experience working on AI/ML, data platform, or intelligent automation initiatives (internal or customer-facing) strongly preferred. - Experience supporting sales, finance, customer success, or revenue operations programs is a plus. - Strong understanding of software delivery models, system integrations, and the software development lifecycle (SDLC). - Proficiency in project management tools and software (e.g., JIRA, Smartsheet, Confluence, Gemini). - Exceptional program planning, risk management, and execution discipline with a track record of delivering measurable business outcomes. - Proven ability to influence and align senior stakeholders and executive leaders. - Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field; PMP, CSM, or equivalent certification preferred. The estimated pay range for this role is $104,000 - $135,000 The starting salary for the successful candidate will be based on permissible, non-discriminatory factors such as skills, experience, and geographic location. Coupa complies with relevant laws and regulations regarding equal opportunity and offers a welcoming and inclusive work environment. Decisions related to hiring, compensation, training, or evaluating performance are made fairly, and we provide equal employment opportunities to all qualified candidates and employees. Please be advised that inquiries or resumes from recruiters will not be accepted. By submitting your application, you acknowledge that you have read Coupa’s Privacy Policy and understand that Coupa receives/collects your application, including your personal data, for the purposes of managing Coupa's ongoing recruitment and placement activities, including for employment purposes in the event of a successful application and for notification of future job opportunities if you did not succeed the first time. You will find more details about how your application is processed, the purposes of processing, and how long we retain your application in our Privacy Policy.