Customer Success Manager

About Motion

Project management systems today are great at letting companies record their tasks, but place all of the burden on human project coordinators. These tools don’t know about the team’s time and resources and don’t have any intelligence — someone has to manually match tasks against their assumptions about the team’s capacity. Not only does this process waste precious company resources, it’s also error-prone and leads to overwork, missed deadlines, miscommunication, and micromanagement.

Motion is building the world’s most intelligent project management system — one that doesn’t require a project coordinator manually tracking each task, but rather an intelligent system that can make sense of hundreds of tasks across dozens of projects and automatically coordinate them across every person on the team. Motion allows companies to focus on the work they need to do rather than wasting up to 50% of their resources on overhead.

Our users give us data on their workload (e.g. projects and tasks) and resources (employee roles, calendars, and schedules). Based on all this information, Motion makes intelligent decisions about how tasks should be executed — better than any human project coordinator. Teams that use Motion know what people are working on at any given time, when each task will be completed, and whether any tasks will fall behind schedule. The moment something changes, instead of the coordinator having to figure out all the cascading effects, Motion instantly creates a new optimized plan for the team.

Motion is the project management system of the future. We are growing extremely quickly, trusted by thousands of customers, have millions in revenue, near-infinite runway, and an exceptionally talented team. Most of Motion's 40 employees work in engineering, and the majority of those in business and operations roles also have technical skills.

The Role

As a Customer Success Manager at Motion, you’ll be the key to ensuring our customers are fully onboarded, trained, and continually finding value with our product. This role goes beyond traditional customer success—it’s about helping customers achieve their goals with Motion while building deep relationships and managing their long-term success. You’ll play a pivotal role in creating a strong bridge between our product and customers, and in many ways, you’ll be the face of Motion after the sales process. This is a unique opportunity to help shape the future of our Customer Success function, driving initiatives that will grow alongside the company.

Responsibilities

• Drive and scale customer success initiatives, ensuring customers unlock the full potential of Motion

• Lead post-sale customer engagements, from onboarding through long-term adoption and renewal cycles

• Manage the health of your customer accounts, conducting regular business reviews to ensure customers are finding value and identifying areas for improvement

• Create and deliver personalized training sessions to ensure customers are set up for success

• Serve as the main point of contact for strategic customers, providing insights and feedback to ensure their goals align with Motion’s product capabilities

• Work cross-functionally with internal teams (Product, Engineering, Sales) to relay customer feedback and drive product improvements

• Manage customer escalations and proactively resolve any issues impacting customer satisfaction

What We’re Looking For

• 2-5 years of experience in customer success/account management, preferably within a SaaS environment

• Experience working directly with customers to drive adoption, success, and retention of a product

• Ability to multitask and manage a high volume of accounts in a fast-paced environment.

• Proactive, ownership mindset with a strong ability to manage both up and down the chain (customers to C-suite)

• Strong communication skills and the ability to navigate executive-level conversations with ease

• Experience with tools like Salesforce, ChurnZero, Front, or similar tools

• Ability to gather customer feedback and translate it into actionable insights for internal teams

• A passion for building strong customer relationships and driving value for their business

• Ability to derive insights from customer data to inform decision-making

• A willingness to work hard and a high pain tolerance

• Excellent attention to detail and organizational skills

About the Hiring Manager

Hey, I’m Bishop, the Head of Customer Experience at Motion. My career started in FP&A, but I quickly realized I wanted more—I didn’t want to be just another cog in the machine. I needed something with more impact, more room to grow, and more technical challenges. That’s what led me to Motion. I’ve built out our support function, scaling the team to meet the demands of a fast-growing startup, and now I’m focused on creating a world-class Customer Success team. This role isn’t just about managing customer relationships—it’s about making sure our customers are truly getting value from Motion.

You’ll be working closely with our customers—listening to their challenges, understanding their processes, and helping them implement solutions that drive real change. Whether it’s guiding them through onboarding, offering critical coaching, or helping them transition Motion into their operations, your role will be essential in ensuring they not only find value but feel that Motion is indispensable.

This is a key role in driving progress toward our mission to "Increase Every Organization’s Productivity by 100X." I wholeheartedly believe in the impact this role will have, as you’ll help guide customers to use Motion to its fullest extent. When I think about this role, I see it as a function closely aligned with the heart of our company’s goals—ensuring that every customer feels empowered and productive with Motion. As we continue to grow, this role will be central to that journey.

Motion offers a competitive salary and equity compensation, medical, dental, and vision health insurance

Motion is committed to creating a diverse and inclusive workplace where everyone is treated with respect and given equal opportunities. We do not discriminate based on gender identity, race, ancestry, disability, religion, sexual orientation, pregnancy status, veteran status, or any other characteristic protected by law. We welcome and encourage all qualified candidates to apply for our job openings. 

Helpful Links:

Motion Culture: https://motionapp.notion.site/Motion-Company-Culture-21bd766b1f864764b0db2fa72529b182

Motion in the Press: https://techcrunch.com/2022/09/19/2393012/

https://www.usemotion.com