Senior Customer Success Manager
Motion · Toronto, CAN ·
- Work mode
- Remote
- Seniority
- Senior
- Category
- Customer success
- Experience
- 2+ years
📣 We hosted a hiring event on August 7th, where our team spoke about what a day in the life of a CSM at Motion is really like, plus they did a Q&A! You can watch this 30 minute video HERE to get a ton of insights!
About Motion 💡
Marketing today runs on creative, and the teams doing it best understand that creative is both an art and a science. Rather than shipping ads and hoping they land, they build systems to understand what's driving performance, then turn those insights into repeat successes.
Motion is built to help teams do exactly that. Our platform helps marketing teams understand which of their online ads are performing best and why, so they can ship more winners across Meta, LinkedIn, TikTok, and YouTube.
We found product-market fit as an analytics platform, then dove headfirst into AI over the past couple of years, and that bet is paying off: our valuation has nearly tripled in two years, and we now help some of the world's top ecommerce and DTC brands and agencies, like Vuori, AG1, and HexClad, turn insights into results.
▶️ Learn more about the Motion product AND meet our new AI agent, Runneth 👋
We're an ambitious team with big goals, and we're looking for talented people to help us shape the future of AI-powered marketing! Our founders have built successful companies before, including alongside several of the people now at Motion. A number of teammates chose to build again here — a reflection of the trust, culture, and conviction behind what we’re building.
About the Senior Customer Success Manager role 💜
Most CS jobs are about driving adoption of a tool. This one is different. Our customers are top DTC brands and agencies like Vuori, AG1, and HexClad, and they come to us because their creative process is broken: insights trapped in spreadsheets, testing decisions made on gut feel, no shared language between media buyers and creative teams. Your job is to rebuild that process with them, using Motion and Runneth as the vehicle. The CSMs who thrive here don't train people on features. They change how a company runs its creative strategy, and they earn a seat as a trusted advisor doing it.
You'd be early to something big 🤖
Motion found product-market fit as a creative analytics platform, then went all-in on AI. The bet is paying off. Our valuation has nearly tripled in two years, and Runneth, our AI agent, is now at the center of how customers work. That means you'd be among the first CSMs anywhere deploying an AI agent into customer workflows, helping define what AI-era customer success even looks like.
This isn't aspirational copy. Here's what our CS team does with AI today:
- 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. Using competitor reverse-engineering 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 lands more personally and hits harder than the last. Your relationship-building compounds into the product itself.
- 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.
There are no limits on what you can try here. Every team shares their AI wins, and the best ideas spread fast.
The honest part: this job moves fast 🏃
You'll own 100 - 150 accounts, and you'll go deep with them. Onboarding here is not a webinar and a check-in. It's real work inside a customer's creative process. What makes that possible at this volume is focus. Our best CSMs walk into a call knowing the one or two questions that actually matter, get to the heart of it, and skip the recurring meetings where nothing happens. Depth through precision, not through hours.
The other thing to know: the pace is real.
Our product ships constantly and the paid social market shifts just as fast, so the talk track you used two weeks ago might be irrelevant today. Runneth and our internal AI workflows handle the grunt work (call synthesis, audit prep, report drafts), which keeps your hours on the strategic conversations. But you have to enjoy re-learning. If you get energy from that, you'll love this job.
This role probably ISN’T for you if:
- 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 🏆
- Take customers from ad-hoc to operational. Design onboarding that ends with a customer running a repeatable creative testing process their whole team uses, not just knowing where the buttons are.
- Find the gaps they can't see. Understand each client's creative strategy process, spot the inefficiencies, and partner with them to fix it through education, best practices, and deeper Motion usage.
- 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. Get the right people in the room so change actually sticks.
- 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 🚀
CS at Motion is a launchpad, not a lane. Real examples from our team of 8:
- Ale grew from CSM into CS Team Lead, and she's who you'd report to. Her superpowers: wild curiosity (never shying away from a question), caring deeply (showing it, not saying it), and constantly improving how we work.
- 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 chose to come back to CS when she realized it was her true passion. Both moves were celebrated.
Whatever direction you grow, the depth you build with customers here travels with you.
Our ideal fit brings ✨
- 2+ years in high-volume account management (50+ accounts), client management, or customer success at a B2B SaaS company. Startup experience is a plus.
- 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 level of thinking is what 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), 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.
🌎 A note on location: we're looking to hire someone based in Canada or the United States.
We use artificial intelligence (AI) in certain parts of our recruiting process at Motion, ranging from administrative and efficiency-focused support to, in some cases, conducting introductory interviews. Every AI interview is reviewed, and every hiring decision is made, by a (human) member of our team.