About Motion 💡

About the Senior Customer Success Manager, Strategic Accounts role  💜

You'd be early to something big 🤖

• Runneth as a strategic weapon, not a support tool. Running live creative audits during customer calls. Sharing "what's working / what's not" snapshots in follow-ups. Reverse-engineering competitors during onboarding.
• Your customer conversations literally train the product. When we interview customers about their business, their goals, and how their team works, we feed that context into Runneth. Every call you run makes the product smarter about that customer, so each conversation they have with it is more personal and more useful than the last. With a strategic book, that context runs especially deep, and your relationships carry straight into the product.
• Personalized deliverables in real time. Attach a customer's Creative Benchmarks report to Motion's AI, prompt it against their specific testing volume and format strategy, and benchmarking suddenly feels built for them. Because it is.

The honest part: this job moves fast 🏃

• Know each account's goals, risks, and expansion potential cold
• Be an industry expert that can find and close gaps in their creative strategy approach
• Build relationships from the IC level up to the VP and C-suite

• You see CS as answering tickets and running feature demos
• You measure success by meetings held rather than what actually changed for the customer
• You want a playbook that stays stable for six months at a time
• You want AI to stay a nice-to-have rather than a core working habit

What you'll actually achieve 🏆

• Own the outcome for Motion's most strategic customers. Be accountable for retention, health, and growth across a book of high-value accounts, including renewals and expansion in partnership with Sales.
• Take customers from ad-hoc to operational. Design and lead onboarding that ends with a customer running a repeatable creative testing process across every team and brand that uses it, not just knowing where the buttons are.
• Build real account plans. Map each customer's org, stakeholders, goals, and whitespace. Know where each account is headed and what it will take to get there.
• Find the gaps they can't see. Understand each client's creative strategy process in depth, spot the inefficiencies, and partner with them to fix it through education, best practices, and deeper use of Motion and Runneth.
• Work the whole org, not one contact. Read team dynamics. Know when to pull in a media buyer and when to go straight to a VP. Multi-thread every account so change sticks and relationships survive turnover.
• Lead executive business reviews that matter. Tie Motion's impact to the metrics marketing leaders care about, and use those conversations to shape the next phase of the partnership.
• Be the voice of strategic customers internally. Bring rich, specific feedback to Product and Leadership. Your accounts will help shape the roadmap.
• Build an industry POV. We talk with hundreds of top DTC brands, so we see what's working before most of the market does. You'll turn that into insights for your clients and thought-leadership content for Motion.

How we work 🗝️

• We're fast. Customers hear back in hours, not days. Momentum is everything.
• We're advocates. We champion our clients internally and always work to understand their perspective.
• We're authorities. No professional masking, no generic playbooks. We show up as trusted creative strategy partners with a real, informed point of view tailored to each client's business and goals.

Where this role goes 🚀

• Vamsi moved from CS into Product Management. The customer insight CSMs build here is exactly what our product team runs on.
• Carissa moved into Creative Strategy on our marketing team, then came back to CS when she realized it was her true passion. Both moves were celebrated.

Our ideal fit brings ✨

• 3+ years in performance marketing, customer success, account management, or client services at a B2B SaaS company, with at least 2 years managing strategic, enterprise, or high-value accounts
• A track record of owning retention and expansion outcomes for a named book of business
• Comfort building trust with senior marketing leaders (VP, CMO, agency principals) and running executive-level conversations
• Experience leading complex, multi-stakeholder onboardings and change management across teams
• You're the person asking questions in every meeting. Engaged, curious, and unafraid to push the group to think differently about how it approaches a problem. That kind of thinking does well at Motion.
• AI as a core working habit. You actively find smarter ways to do your job and stay curious as the tools evolve.
• Strong public speaking, presentation, and relationship-building skills
• A resourceful, self-starting attitude with genuine excitement to learn and teach
• Exceptional organization. This role rewards people who run a tight system.
• Bonus points: media buying or performance marketing experience (Meta, TikTok, YouTube), agency-side experience, or a strong grasp of why creative is the biggest lever in paid media.

What you'll love about Motion 💜

• Compensation: Competitive compensation including equity for all employees, health benefits from day one, a monthly health & lifestyle stipend, 20 days PTO, and a $1,500 work-from-home stipend
• Remote-first, hybrid optional: Team members across Canada, the U.S., and beyond, with office hubs in Toronto, Montreal, Vancouver, and Porto
• Real momentum: 2.5x YoY growth, $65M+ total raised ($30M Series B), and second-time founders. Several teammates chose to build with them again.
• Low-ego, high-performing team: Ranked #19 on G2's Best Canadian Software Companies for 2026
• Connection: Day-to-day on Roam, an AI-powered virtual office. In person, an annual team offsite and a summer company retreat.