Performance Manager, Team Lead
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Job Description
Performance Manager Team Lead coaching Customer Success Managers and managing dealership accounts. Driving retention, growth, onboarding, and product adoption for Motive, a dealership website platform.
Responsibilities:
- Coach and develop a team of Performance Managers
- Give regular feedback on client communication, account strategy, and use of performance data
- Run 1:1s and team meetings
- Set goals and hold the team accountable to account health, retention, and growth targets
- Onboard and train new Performance Managers, including shadowing client calls and reviewing early account plans
- Partner with Senior leadership on hiring, capacity planning, and process improvements
- Aggregate and prioritize client feedback and represent it to the Motive Product team
- Own a reduced book of dealership accounts directly
- Manage ongoing client communications, expectations, priorities, and follow-ups
- Build trusted partnerships by understanding clients' goals, priorities, and business structure
- Monitor client-site performance across automotive and digital KPIs
- Align Motive’s solutions to client business objectives and performance goals
- Drive expansion opportunities for Motive products and additional dealership-group sites
- Support client onboarding and ongoing adoption of Motive’s tools and workflows
- Lead application training sessions with client teams and key stakeholders
- Share client feedback and performance insights with the Motive Product team
Requirements:
- 4+ years of experience in customer success, account management, or consulting within the automotive industry
- Experience coaching or mentoring other CSMs, formally or informally
- Track record of managing a large, complex book of dealership accounts with strong retention and growth results
- Experience giving direct, constructive feedback and holding a team accountable to a high bar
- Superior written and verbal communication
- Comfortable working with performance data, analytics, and reporting
- Skilled at teaching others to use performance data, analytics, and reporting
- Highly organized and able to balance personal account ownership against team leadership responsibilities
- Collaborative and comfortable working cross-functionally
Benefits:
- Motive contributes 100% of the cost of employees' health, dental, and vision insurance premiums
- Motive contributes 50% of the cost of dependents' health, dental, and vision insurance premiums
- Remote or in-person work in Oklahoma City
- Fully distributed team across the US
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