Junior Customer Success Manager

Motion•Canada,

25d•Remote

About The Position

Motion is hiring a Junior Customer Success Manager for its SMB customer success team. The role supports hundreds of small and mid-sized brands and agencies using Motion and its AI agent, Runneth, to manage ad creative. It is designed for people transitioning from high-volume hospitality into software, with product training and support from a senior CSM. The goal is to grow into a full CSM role. Most customer interactions are written, using Slack and email, with some short screen-share calls. The role involves onboarding customers to Runneth, proactively addressing usage signals, re-engaging inactive accounts, responding promptly and clearly, documenting conversations in HubSpot, and becoming fluent in Motion and Runneth. The work is fast-paced, high-volume, and requires adapting as the product changes. Employees are expected to use AI as a daily working habit. Motion describes its working style as fast, customer-advocating, and informed by a tailored point of view for each client. The position is remote-first, with hybrid work optional and office hubs in Toronto, Montreal, Vancouver, and Porto. Applicants should be based in Canada or the United States; Pacific time hours are a plus.

Requirements

At least 2 years of experience in high-volume hospitality, such as serving, bartending, hosting, hotel front desk work, shift leadership, or restaurant or hotel management.
Clear communication skills in writing and verbally, including the ability to explain things to people who are frustrated or in a hurry.
Strong organization and the ability to manage a high volume of customer interactions and tasks.
Genuine care for customers and a people-focused approach to service.
High agency: identify problems, ask questions, and take initiative to improve things without waiting for permission.
Comfort with extensive written communication throughout the day.
Willingness to learn software from scratch, adapt to frequent product changes, and use AI as a daily working habit.
Applicants should be based in Canada or the United States.

Nice To Haves

Experience or exposure to marketing, ecommerce, or a direct-to-consumer (DTC) brand.
Experience with Shopify, Meta ads, or a CRM.
Pacific time availability is a plus.
Evidence of independently moving toward technology, such as taking a course, building a website, managing social media, setting up a booking or POS system, starting a side business, or exploring AI tools.
Experience building something from scratch, such as a menu, system, event, side hustle, or process.

Responsibilities

Teach new customers how to use Runneth during their first week through group sessions, one-on-one calls, and asynchronous walkthroughs.
Monitor customer signals, proactively contact customers who have gone quiet, are approaching a usage limit, or are stuck, and help resolve their issues.
Re-engage inactive customers by identifying why they stopped using the product, fixing what can be addressed, and helping them use it again.
Respond to customers promptly and clearly, primarily in writing, with a target of replying in hours rather than days.
Record every customer conversation in HubSpot.
Use Motion and Runneth daily and become able to explain the products to customers.
Advocate for clients internally and understand their perspectives and business goals.