Junior Customer Success Manager

Responsibilities

You will manage SMB customer success by teaching new users how to utilize the AI agent and proactively addressing customer needs. You will also maintain accurate records in HubSpot and provide fast, clear support via Slack and email.

Requirements

The role requires at least 2 years of high-volume hospitality experience and a demonstrated interest in technology. You must be highly organized, capable of clear written communication, and comfortable working in a fast-paced environment.

Skills

• Customer success
• Communication
• Time management
• Problem solving
• Software proficiency
• Slack
• Email
• HubSpot
• AI tools
• Marketing
• Ecommerce
• DTC
• Meta ads
• Shopify
• Organization

Benefits

• Equity
• Health benefits
• Monthly health and lifestyle stipend
• 20 days PTO
• Work-from-home stipend

About this role

ABOUT MOTION 💡

Marketing today runs on creative, and the teams doing it best understand that
creative is both an art and a science. Rather than shipping ads and hoping they
land, they build systems to understand what's driving performance, then turn
those insights into repeat successes.

Motion is built to help teams do exactly that. Our platform helps marketing
teams understand which of their online ads are performing best and why, so they
can ship more winners across Meta, LinkedIn, TikTok, and YouTube.

We found product-market fit as an analytics platform, then dove headfirst into
AI over the past couple of years, and that bet is paying off: our valuation has
nearly tripled in two years, and we now help some of the world's top ecommerce
and DTC brands and agencies, like Vuori, AG1, and HexClad, turn insights into
results.

▶️ Learn more about the Motion product
[https://www.youtube.com/watch?v=OTK8WuTcwxk] AND meet our new AI agent,
[https://www.youtube.com/watch?v=qIAemGNlKjQ] Runneth [https://runneth.com/] 👋

ABOUT THE JUNIOR CUSTOMER SUCCESS MANAGER ROLE  💜

This role is built for people coming out of hospitality.

If you have run a packed section on a Saturday night, worked a hotel front desk
when three things went wrong at once, or managed a floor where every table had a
different problem, you already have the hardest part of this job. You read
people fast. You keep twenty things moving without dropping any of them. You
stay warm when it gets loud. You do not need to be told to hustle.

What you do not have yet is the software part. That is what we teach.
You will join our SMB customer success team and work with hundreds of small and
mid-sized brands and agencies who use Motion and Runneth, our AI agent, to run
their ad creative. Most of your day is written: Slack, email, and short
screen-share calls. You will be paired with a senior CSM who shows you the
product, the customers, and how we work, and the goal is for you to grow into a
full CSM.

WHAT YOU'LL ACTUALLY DO 🏆

* Run Runneth 101. Teach new customers how to put our AI agent to work in their
first week. Group sessions, one-on-one calls, and async walkthroughs. You
will be the first human most of them talk to.
* Work the signals. Our systems flag customers who went quiet, are about to hit
a limit, or got stuck. You reach out before they have to ask, the same way a
good server refills the water before anyone looks up.
* Bring accounts back. Customers go dark for all kinds of reasons. You find out
why, fix what you can, and get them using the product again.
* Answer fast and clearly. Customers hear back in hours, not days. You write
short, plain messages that solve the problem and make people feel taken care
of.
* Keep the record clean. Every customer conversation lands in HubSpot. The
whole team runs on what you write down.
* Become fluent in Motion and Runneth. In your first 30 days you will use the
product every day until you can explain it to anyone. Every CSM here uses AI
as a daily working habit, and so will you, from day one.

THE HONEST PART: THIS JOB MOVES FAST 🏃

The volume is real. You will talk to more customers in a week than most CSMs do
in a month, and you will do most of it in writing. If you are a great talker but
hate typing, this will be hard.

The product changes constantly. The thing you learned two weeks ago might be
different today. You have to enjoy re-learning.

And you are starting from scratch on the software side. We will teach you, and
your senior partner will be in it with you, but the first few months take real
effort. People who do well here treat it like opening week at a new restaurant:
a lot to learn, fast, and worth it.

This role probably isn't for you if:

* You want a job where someone tells you exactly what to do each day
* You want to stop learning once you are trained
* You think of customers as tickets to close instead of people to take care of
* You are not comfortable writing a lot, all day
* You want AI to stay a nice-to-have rather than a core working habit

HOW WE WORK 🗝️

* We're fast. Customers hear back in hours, not days. Momentum is everything.
* We're advocates. We champion our clients internally and always work to
understand their perspective.
* We're authorities. No professional masking, no generic playbooks. We show up
with a real, informed point of view tailored to each client's business and
goals.

WHERE THIS ROLE GOES 🚀

Associate CSM is a starting point, not a ceiling. We expect associates to grow
into full CSMs, and how fast depends on you. From there, CS at Motion is a
launchpad: Vamsi
[https://www.linkedin.com/in/vamsivadlamani/?isSelfProfile=false] moved from CS
into Product Management, Carissa
[https://www.linkedin.com/in/carissaboer/?isSelfProfile=false] moved into
Creative Strategy and then chose to come back to CS. Whatever direction you
grow, what you learn about customers here travels with you.

OUR IDEAL FIT BRINGS ✨

* 2+ years in high-volume hospitality. Server, bartender, host, front desk,
shift lead, restaurant or hotel manager. You handled a big section or a busy
floor and you were good at it.
* Already moving toward tech on your own. You did not wait for someone to hand
you a path. Maybe you took a course, built a website for the restaurant, ran
its Instagram, set up its booking or POS system, started a side business, or
just got obsessed with AI tools. We want to hear about it.
* You have built something from nothing. A menu, a system, an event, a side
hustle, a process the rest of the staff ended up using. Tell us what it was.
* High agency. You see a problem and handle it. You ask the question no one
else is asking. You do not wait for permission to make things better.
* You explain things clearly. In writing, out loud, to someone who is
frustrated or in a hurry.
* You genuinely care about peopl...

About Motion

Information Technology & Services · 2-10 employees · headquartered in New York - Manhattan, New York