Customer Success Manager

November 12, 2024

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Runway

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Runway is an applied research company advancing the frontiers of art, entertainment, and human creativity through artificial intelligence. It builds cutting-edge tools such as Gen-3 Alpha, which offers high-fidelity, controllable video generation, and Frames, an image generation model with extensive stylistic control. The company is pioneering general-purpose multimodal simulators and is deeply involved in creative industries, exemplified by its partnership with Lionsgate and its Runway Studios initiative which produces films, documentaries, and other media. Additionally, Runway hosts creative dialogues and an AI Film Festival, demonstrating its commitment to exploring the relationship between creativity and AI.

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!