About the Customer Success Manager role & team You will be directly responsible for educating our clients (agencies and DTC brands) on creative strategy and how to operationalize their workflow to fill the current gap between performance and creative teams using Motion. They're already feeling the pain, and this problem is a top priority for them. By gaining a deep understanding of media buying and creative production you will help teams see how the Motion platform is the answer to the workflow challenges they are experiencing. Your work will have a direct impact on our growth.
We have a mighty team of 5 right now. You will report our CS Team Lead, Ale, whose superpowers are leading by example by being wildly curious (never shying away from asking a question), caring deeply (not just saying it, but showing it), and constantly trying to improve processes.
What you'll be achieving Developing an onboarding curriculum for your clients and bring it to life in engaging sessions. You'll help clients build a report structure that meets their needs using Motion and then host sessions with their teams to make sure everyone knows how to use the reports. Our current session mix consists of large-group Motion custom walkthroughs/educational talks, small group working sessions, naming convention and creative strategy brainstorms.
- After onboarding, you'll continue to build relationships with clients to ensure they are up to date on new features, breakthroughs in creative strategy processes, and ensure they find continued value in the app.
- Understand our clients' team dynamics knowing when to loop in relevant stakeholders for training and conversations.
- Understand clients' current creative strategy processes, identifying gaps or inefficiencies and partnering with them strategically to strengthen their approach through education, best practices, and deeper Motion usage
- Contribute to internal and external content as a thought leader.
How our team uses AI As a company, we are becoming AI-native. We don't have limits on what we can try, and every team is sharing their wins!
We're figuring out new things every day, and here a few that stand out:
- Use Motion's AI (Runneth) proactively as a sales and re-engagement tool - not just reactively in-product. This looks like running live creative audits during customer calls, sharing "what's working / what's not" snapshots in follow-up notes, or using competitor reverse-engineering outputs during onboarding touchpoints.
- Synthesize customer intelligence at scale using AI - for example, feeding 70+ customer calls into NotebookLM to aggregate VOC insights, or analyzing a month of Gong calls to quantify demand for a specific feature and share structured findings with the broader team.
- Turn AI into a personalized customer deliverable in real time - like attaching the Creative Benchmarks report to Motion's AI chat and prompting it with questions specific to a customer's testing volume and format strategy, making benchmarking feel tailored rather than generic.
Key Expectations as a CSM at Motion - 1. We always champion our clients. When speaking about them internally we speak of them respectfully and always want to understand their perspective. We are their advocates.
- 2. Responsiveness sets us apart. We get back to people fast. Ideally emails are responded to within 2 hours and follow ups are sent by EOD at the latest. We move quickly with deliverables and report builds. Momentum is everything.
- 3. We are casual and friendly with our clients. They should feel like they are talking to a trusted colleague. No professional masking here!
- 4. Have an ownership mindset. We should have a clear understanding of our book of business and where our clients are at. CSMs bring strategic thinking to drive engagement, and ensuring Motion is delivering real value and impact on their business and day-to-day workflows.
- 5. We anchor every action to a goal or pain. Wefocus on what actually matters to the client on every interaction. There's no one-size-fits-all, everything should be tailored to their business, industry, and current needs. This is achieved by doing good discovery to understand their team dynamics and current goals.
- 6. Authority posture. We are their creative strategy partners. We stay close to what's happening across the industry and bring that perspective into our client conversations. We talk with hundreds of top DTC brands, so we see a lot of what's working, what's not, and what's trending. We reflect on those learnings, share insights internally as a team, and make sure we're consistently educating clients with a valuable, informed POV.
Our ideal fit brings - 2-3 years of experience in high volume account management, client management, or customer success at a B2B SaaS company
- Extra points for startup experience!
- A resourceful, self-starting attitude, paired with endless curiosity and a genuine excitement to learn and teach.
- Strong public speaking, presentation, and relationship-building abilities.
- You incorporate AI into your daily workflow - not as a nice-to-have, but as a core working habit. We're looking for someone who actively finds smarter ways to do their job and stays curious about what's possible as the tools evolve.
- Exceptional organization and ambition
- Bonus points for:
- Media buying/performance marketing experience, particularly in paid social (e.g., Meta, TikTok, Youtube), in roles such as Growth Marketing Creative Strategist, Performance Marketing Manager, or Paid Social Specialist.
- An understanding of the importance of creative in the paid media landscape
- Experience in the hospitality industry
What you'll love about Motion - Competitive compensation package: We offer competitive compensation, including equity for all employees, health benefits from day one, a monthly health & lifestyle stipend to support your well-being, 20 days of PTO, and a $1,500 work-from-home stipend.
- Remote-first with hybrid flexibility: We're a remote-first company with team members spanning Canada, the U.S., and beyond, but also have office spaces in 4 main hubs (Toronto, Montreal, Vancouver, and Porto) for optional hybrid work.
- Growth that speaks for itself: Motion has strong product-market fit, 2.5x YoY growth, second-time founders with deep industry knowledge, and $30M in Series B funding to fuel our momentum.
- Opportunity for impact: As an early team member, your contributions will directly shape the product, team, and the future of the company. If you're excited about building, you'll thrive here!
- Award-winning team: We're a low-ego, high-performing team that was just ranked #19 on G2's list of Best Canadian Software Companies for 2026.
- Team connection:
- Virtual: Day-to-day, we use Roam, an AI-powered virtual office platform that fosters spontaneous collaboration, drop into meetings or quick chats, and interact with colleagues for a simulated, "live" digital headquarters.
- In-person: Outside of the option to go to one of our offices, our team gets together for a team offsite once/year, and we have a company retreat every summer.
A note on location: Motion is a fully remote company. We're looking to hire someone for this role based in Canada or the United States
(ideally in the Pacific Time Zone). If this position excites you and you believe you'd be a strong fit, we encourage you to apply!
