Technical Customer Success Manager

About the role

*Open to hiring remote across North America — we also have offices in NYC, San Francisco, and Seattle

We’re looking for a Staff Customer Success expert to join our dynamic team of creatives, engineers, business folks, and more.

In this role you will be the second member of the Customer Success Team. You will serve as the primary point of contact across our customer portfolio, collaborating across Runway teams to provide the optimal customer experience. You'll be instrumental in ensuring our customers achieve maximum value from Runway while fostering long-term partnerships.

Things are always moving quickly at Runway. We need team members with an agile and dynamic mentality, who are comfortable with change, and always willing to go above and beyond to ensure a job is done optimally.

What you’ll do

• Serve as the primary point of contact for Runway enterprise customers to ensure a positive customer experience, including responding to day-to-day customer questions, triaging Support requests, collecting feedback, and routing inquiries to other Runway teams as needed
• Manage successful customer onboarding by executing tailored programs in collaboration with Account Executives and Creative Workflow Architects
• Collaborate with Account Executives to design and execute on strategies for post-sales engagement and growth across Runway’s enterprise customers that increase customer product adoption, engagement, and growth at scale to drive revenue expansion
• Develop and implement key initiatives including: scalable customer engagement plans, product updates and new feature education, QBRs, hackathons, community events, on-site visits, webinars
• Document customer success through case studies and testimonials
• Leverage analytics to monitor customer health, track growth metrics, and identify opportunities proactively; identify critical goals and key performance indicators to clearly understand and measure client satisfaction
• Build and nurture relationships with project managers and executive sponsors within customer accounts
• Thoroughly understand all aspects of the Runway platform to explain the technology, workflows and use cases to users and organizations
• Be a champion for our customers and work with our internal teams to translate customer feedback into product insights; liaise between customers and our internal teams in order to provide the best support and experience

What you’ll need

• Proven track record in customer success or account management
• Strong project management and organizational skills
• Excellent communication and relationship-building abilities
• Data-driven approach to problem-solving
• Ability to deliver complex information to customers in a clear and concise way
• Ability to thrive in a constantly changing and growing environment
• A bias towards action
• Excitement about AI and motivation to continuously learn more about this new and exciting space!

For your application:

During our interview process, you'll have several chances to get acquainted with the Runway product and use all the features our team has built - and that starts now!

As part of your application, instead of a cover letter, we ask that you try out the Runway product. Specifically, create a free Runway account and generate one video using our Text/Image to Video feature. The clip should be five seconds long and can be about anything you want! Please share a public link in your application for our team to review.

Runway strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity for our team. Our salary ranges are based on competitive market rates for our size, stage and industry, and salary is just one part of the overall compensation package we provide.

There are many factors that go into salary determinations, including relevant experience, skill level and qualifications assessed during the interview process, and maintaining internal equity with peers on the team. The range shared below is a general expectation for the function as posted, but we are also open to considering candidates who may be more or less experienced than outlined in the job description. In this case, we will communicate any updates in the expected salary range.

Lastly, the provided range is the expected salary for candidates in the U.S. Outside of those regions, there may be a change in the range, which again, will be communicated to candidates.

Salary range: $150,000 - $180,000