Save Specialist - SMB

Motive is looking for a Save Specialist (Customer Success Associate) to help customers maximize the value of their partnership with the company. This role centers on building trusted relationships with customers who are considering cancellation, subscription changes, plan adjustments, or renewals. The ideal candidate will uncover the root causes of customer concerns by understanding shifts in their business and guide them toward suitable solutions. These solutions may involve resolving issues, adjusting subscriptions, structuring renewals, or, when necessary, facilitating cancellations. The approach is consultative, focusing on addressing customer needs, solving underlying problems, and helping customers choose the best path forward.

Key Responsibilities
- Manage inbound and proactive communications with customers regarding retention, renewal, cancellation, and account modifications.
- Conduct in-depth discovery conversations to understand customer business goals, challenges, urgency, and desired outcomes.
- Identify root causes of customer concerns such as budget limitations, product fit, service experience, support issues, billing, fleet changes, or broader business conditions.
- Efficiently handle a high volume of phone and email interactions.
- Quickly diagnose customer issues and negotiate fair contract solutions.
- Recommend practical, customer-focused resolutions including issue remediation, subscription right-sizing, renewal options, early or multi-year renewals, or other approved alternatives.
- Collaborate with internal teams to resolve customer issues, maintain ownership of the customer experience, and communicate clear next steps.
- Identify qualified opportunities for long-term planning, payment solutions, or account expansion when aligned with customer needs and retention goals.
- Maintain accurate records of customer health, root causes, business impact, interactions, follow-ups, and final outcomes.

Required Qualifications
- At least 2 years of experience in customer-facing roles such as customer success, support, account management, retention, consultative sales, or collections.
- Strong ability to build and maintain customer relationships with empathy, professionalism, and sound judgment.
- Excellent written, verbal, and presentation skills in English.
- Proficient in listening, discovery, negotiation, objection handling, and problem-solving.
- Ability to identify underlying business problems behind customer requests and recommend responsible next steps.
- Proven ability to manage multiple tasks with high attention to detail and follow-through.
- Comfortable working with CRM systems, learning new technology products, and following structured workflows.
- Customer-first mindset with the judgment to recommend the right outcome, even if it does not result in a sale.
- Adaptability to fast-paced environments with evolving processes and priorities.

Motive values diversity and inclusion and welcomes candidates from a variety of backgrounds, experiences, abilities, and perspectives. The company is an equal opportunity employer committed to fostering an inclusive workplace. Candidates must be authorized to access commodities and technologies controlled under U.S. Export Administration Regulations, as employees require access to Motive’s products and technology.

For U.S.-based roles, candidates may be required to sign a non-compete agreement depending on their role and location, with exceptions for certain states and positions. All job postings reflect current vacancies, and some interviews or training sessions may be conducted in person at Motive’s global offices.

Join Motive to help transform physical operations by delivering safer, more productive, and profitable solutions through innovative technology and exceptional customer engagement.