Senior Customer Success Manager, Strategic Accounts
Sales & Business Development, Customer Service · Full-time
Canada
Posted on Oct 30, 2026
Senior Customer Success Manager, Strategic Accounts
United States • Canada
Customer Success
Remote
Full-time
📣 We recently hosted a CS hiring info event - watch the recording to meet the team and learn more about the role!
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.
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, Strategic Accounts role 💜
Most CS jobs are about driving adoption of a tool. This one is different. You'll own a small book of Motion's largest and most strategic customers: top DTC brands and agencies with big creative teams, big media budgets, and a lot riding on getting creative right. They come to us because their creative process is broken. Insights are trapped in spreadsheets, testing decisions get made on gut feel, and media buyers and creative teams don't share a language. Your job is to rebuild that process with them, using Motion and Runneth as the vehicle.
With 10–30 accounts, you'll have room to go deep in a way that a high-volume book doesn't allow. You'll know each customer's business, org chart, goals, and creative roadmap as well as they do. The CSMs who thrive in this seat don't train people on features. They change how a company runs its creative strategy, and they become a trusted advisor to its marketing leaders along the way.
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 to deploy an AI agent into the workflows of large, complex marketing orgs, and you'd help define what customer success looks like now that AI is part of the job.
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. 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.
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 10–30 accounts, and each one matters. These are complex organizations with multiple brands or clients, several teams, and executive stakeholders who expect a strategic partner, not an account rep. Onboarding here is not a webinar and a check-in. It's a multi-month engagement inside a customer's creative process, often across several teams at once.
A smaller book doesn't mean a slower job. It means the bar is higher. You'll be expected to:
- 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
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 strategy. 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 🏆
- 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 🚀
CS at Motion is a launchpad, not a lane. Real examples from our team of 8:
- 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.
Whatever direction you grow, the depth you build with customers here travels with you.
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.
🌎 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.
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Req ID: R61
