Senior Customer Success Manager, Strategic Accounts

Motion•United States,

6d•Remote

About The Position

Motion is hiring a Senior Customer Success Manager to own a small portfolio of 10–30 of its largest and most strategic customers, including leading direct-to-consumer brands and agencies. The role focuses on transforming customers’ creative strategy and testing processes using Motion’s creative analytics platform and Runneth, its AI agent. The CSM will become deeply familiar with each customer’s business, organizational structure, goals, and creative roadmap, serving as a trusted strategic partner to marketing leaders rather than focusing primarily on product training or support. The position is suited to someone comfortable in a fast-moving environment where the product and paid social market evolve continuously. Onboarding is a multi-month, multi-team engagement, and success means helping customers establish repeatable creative testing processes across their teams and brands. The CSM will use AI in day-to-day customer work, including creative audits, customer-specific analyses, and personalized deliverables, while sharing customer context and feedback that can improve the product. Motion 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.

Requirements

At least 3 years of experience in performance marketing, customer success, account management, or client services at a B2B SaaS company.
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.
Ability to build trust with senior marketing leaders, including VPs, CMOs, and agency principals, and to lead executive-level conversations.
Experience leading complex, multi-stakeholder onboarding and change management across teams.
Curiosity, active participation in meetings, and willingness to challenge groups to rethink their approach to problems.
AI is a core working habit; actively seeks smarter ways to work and remains curious as tools evolve.
Strong public speaking, presentation, and relationship-building skills.
Resourceful, self-starting approach and genuine enthusiasm for learning and teaching.
Exceptional organization and ability to maintain a disciplined system.
Must be based in Canada or the United States.

Nice To Haves

Media buying or performance marketing experience, including Meta, TikTok, or YouTube.
Agency-side experience.
A strong grasp of why creative is a key lever in paid media.

Responsibilities

Own retention, customer health, and growth for a portfolio of high-value strategic accounts, including renewals and expansion in partnership with Sales.
Design and lead multi-month customer onboarding that establishes repeatable creative testing processes across customer teams and brands.
Create account plans that map customer organizations, stakeholders, goals, and opportunities for expansion.
Understand customers’ creative strategy processes, identify gaps and inefficiencies, and help address them through education, best practices, and greater use of Motion and Runneth.
Build relationships across customer organizations, from individual contributors to senior executives, and maintain multiple stakeholder relationships within each account.
Lead executive business reviews that connect Motion’s impact to marketing leaders’ metrics and help shape the next phase of each partnership.
Represent strategic customers internally and provide detailed feedback to Product and Leadership to inform the roadmap.
Develop and share an industry point of view, including customer insights and thought-leadership content.
Use Runneth and internal AI workflows for customer work such as live creative audits, call follow-ups, competitor research, call synthesis, audit preparation, report drafts, and personalized benchmarking.
Respond to customers promptly and advocate for their perspectives internally.