Customer Success Manager

November 12

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Runway

WebsiteLinkedInAll Job Openings

machine learning • artificial intelligence • tools • creative • Computer Software

11 - 50 employees

Founded 2018

🤖 Artificial Intelligence

📱 Media

💰 $50M Series C on 2022-12

Description

• 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

Requirements

• 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!