Save Specialist - SMB

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 customers visibility and control while reducing manual workloads through automation and simplified workflows.

Motive serves 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.

Motive is looking for a Save Specialist (CSA) to help customers achieve lasting value from their partnership with Motive. In this role, you will build trusted customer relationships and support customers who are considering cancellation, reducing their subscription, changing their plan, or preparing for renewal.

You will understand what has changed in the customer’s business, identify the root cause of their concern, and guide them toward the most appropriate path forward. This may include resolving an underlying issue, right sizing the subscription, structuring a renewal, supporting an early or multi year renewal, evaluating a payment solution, or facilitating a professional cancellation when Motive is no longer the right fit. You will take a consultative approach focused on understanding customer needs, solving root causes, and helping customers choose the right path forward.

• Manage inbound and proactive customer conversations related to retention, renewal, cancellation, and account changes.
• Conduct thoughtful discovery to understand the customer’s business goals, changes, challenges, urgency, and desired outcome.
• Identify root causes related to budget, utilization, product fit, service experience, support, billing, fleet changes, or broader business conditions.
• Handle large volume of phone conversations and email inquiries
• Problem solving is a must as you quickly identify the root cause of customer issues and work with them to implement fair contract negotiations
• Recommend practical, customer centered solutions, including issue resolution, right-sizing, renewal options, early renewal, multi year structures, or other approved paths.
• Coordinate with internal teams to resolve customer issues, maintain ownership of the customer experience, and provide clear expectations for next steps.
• Identify qualified opportunities for longer term planning, payment solutions, or expansion when they align with the customer’s needs and a healthy retention path has been established.
• Maintain accurate records of customer health, root cause, business impact, customer experience, actions, follow ups, and final outcomes.

• 2+ years of experience in a customer-facing role, such as customer success, customer 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.
• Effective listening, discovery, negotiation, objection handling, and problem solving skills.
• Ability to identify the business problem behind a customer request and recommend a responsible next step.
• Proven ability to manage multiple responsibilities with a high degree of attention to detail and follow-through.
• Comfort working with CRM and learning technology products and structured workflows.
• Customer first mindset and the judgment to recommend the right outcome even when that outcome is not a sale.
• Comfort working in a fast-paced environment with evolving processes and priorities.