Save Specialist – SMB

About the role

Motive is seeking a Save Specialist (Customer Success Associate) to help SMB customers realize value from their partnership. You will build trusted relationships, address cancellation or renewal considerations, and guide customers toward the best path forward.

Key responsibilities

• Manage inbound and proactive conversations about retention, renewal, cancellation, and account changes.
• Conduct discovery to understand business goals, challenges, and desired outcomes.
• Identify root causes such as budget, utilization, product fit, support, billing, or fleet changes.
• Recommend solutions including issue resolution, right‑sizing, renewal options, early or multi‑year structures, or professional cancellation.
• Coordinate with internal teams to resolve issues and maintain ownership of the customer experience.
• Document customer health, root cause, business impact, actions, follow‑ups, and outcomes.

Required profile

• 2+ years in a customer‑facing role (customer success, support, account management, retention, consultative sales, or collections).
• Strong relationship‑building skills with empathy, professionalism, and sound judgment.
• Excellent written, verbal, and presentation skills in English.
• Effective listening, discovery, negotiation, objection handling, and problem‑solving abilities.
• Ability to manage multiple responsibilities with high attention to detail.
• Comfort working with CRM systems and technology products in a fast‑paced environment.

Required skills

• Experience using CRM tools.