Head of Customer Success owning strategic accounts and support operations for a SaaS vendor marketplace. Leading teams, onboarding, health scoring, renewals, and expansion.
MA
Senior Customer Success Manager, Strategic Accounts
Posted 9 hours ago
About the role
- Senior Customer Success Manager owning retention, expansion, and strategic onboarding for Motion’s largest marketing customers. Deploying AI-powered creative analytics and Runneth across complex DTC brands and agencies.
Responsibilities
- Own retention, health, and growth outcomes for 10–30 strategic, high-value customer accounts, including renewals and expansion with Sales
- Design and lead multi-month onboarding engagements that establish repeatable creative testing processes
- Build account plans mapping customer organizations, stakeholders, goals, risks, and expansion opportunities
- Analyze customers' creative strategy processes, identify inefficiencies, and improve them through education, best practices, Motion, and Runneth
- Build relationships across customer organizations from individual contributors to VP and C-suite stakeholders
- Lead executive business reviews tied to marketing leadership metrics
- Provide strategic customer feedback to Product and Leadership to shape the roadmap
- Develop industry perspectives and create client insights and thought-leadership content
- Use Runneth and internal AI workflows for creative audits, call synthesis, onboarding, report drafting, and personalized deliverables
Requirements
- 3+ years 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
- 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
- Strong public speaking, presentation, and relationship-building skills
- Resourceful, self-starting attitude with genuine excitement to learn and teach
- Exceptional organization
- AI as a core working habit
- Bonus: media buying or performance marketing experience (Meta, TikTok, YouTube), agency-side experience, or strong grasp of creative's role in paid media
Benefits
- Equity for all employees
- Health benefits from day one
- Monthly health & lifestyle stipend
- 20 days PTO
- $1,500 work-from-home stipend
- Remote-first, hybrid optional work arrangement
- Annual team offsite
- Summer company retreat
- Day-to-day collaboration on Roam, an AI-powered virtual office
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
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