Director, SMB Sales & Account Management

Motive is seeking a Director of SMB Expansion Sales & Account Management to drive growth across our existing small and medium-sized customer base through outbound sales, while also reducing churn among escalated accounts at risk of cancellation or contraction. This senior leadership role will drive strategy and execution to boost customer engagement, increase upsell and cross-sell, and retain high-risk accounts. 

You will lead a large, distributed sales organization (100+ HC) through second-line leaders, fostering a high-performance culture focused on ambitious growth targets and customer success. We’re looking for a proven leader with a background in sales, customer success, and operations—someone who has scaled large teams and thrives in fast-cycle, high-volume environments. The ideal candidate brings strategic thinking, operational rigor, and a collaborative approach to cross-functional execution.

• Leadership and Management: Lead a team of second-line managers overseeing an organization of 100+ HC across multiple sub-teams. Cultivate a high-performance environment that prioritizes accountability, continuous improvement, and customer satisfaction.
• Talent Development: Recruit, hire, train, and develop top talent, building a pipeline of future leaders within the organization. Demonstrable success in building and scaling sales teams from early stages and guiding transformational growth.
• Strategic Collaboration: Partner with Marketing leadership to innovate on customer experiences, drive lead generation, and experiment with pricing and acquisition strategies. Collaborate with Sales, Support, Onboarding, and Strategy leaders to design effective sales programs, reduce churn, resolve escalations faster, and build cohesive strategies that align global GTM functions for a seamless customer journey.
• Performance Analysis: Regularly report on key metrics to identify strengths and areas for improvement, using data-driven insights to guide decision-making. Lead the team with a disciplined, data-driven approach to continually assess business performance and achieve monthly and quarterly targets.
• Customer Engagement: Develop and implement strategies to drive customer engagement, increase upsell opportunities, and reduce churn. Rapidly test new ideas, leveraging data and insights to innovate and improve continuously.
• Process Optimization: Create and refine scalable processes to enhance team efficiency and overall performance. Act as an escalation point to help resolve issues, triage problems, and support account growth as needed.

• Experience: 10+ years of experience in Sales, Customer Success, or Sales Operations, including 4+ years leading large Inside Sales teams—preferably in a SaaS environment.
• Leadership: Proven track record of building and managing high-performing teams, with a focus on strategic and operational excellence.
• Analytical & Operational Rigor: Strong analytical, planning, and problem-solving skills with a deep understanding of sales metrics, performance standards, and methodologies. Comfortable working with large data sets to uncover insights, optimize processes, and drive data-informed decisions across sales and customer workflows.
• SMB Expertise at Scale: Deep understanding of SMB sales processes, with a proven track record of leading large, distributed teams. Experienced in navigating the unique challenges of managing at scale—across time zones, cultures, and performance levels—while driving consistency, efficiency, and results.
• Communication: Exceptional communication skills with the ability to inspire and influence internal teams, cross-functional partners, and external customers.
• Must be located in USA or Canada