Customer Success Manager

We’re looking for 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!