Scaled Success Manager

Scaled Success Manager

At Runway, we are creating AI that combines art and science to simulate the world. We believe that to tackle the toughest challenges in artificial intelligence, we need models that learn from experience, just like humans do. As a Scaled Success Manager, you will play a key role in ensuring our mid-market customers thrive and grow with us.

About the Role

This position is open to remote candidates across North America. We also have offices in NYC, San Francisco, and Seattle. We are looking for someone who enjoys building customer success operations. You will be responsible for the success of our mid-market customer segment, creating strategies that promote retention and expansion.

What You'll Do

• Manage the health and retention of our mid-market customer portfolio, aiming for over 90% retention.
• Develop and implement playbooks, automated campaigns, and engagement strategies to support customer growth.
• Monitor account health and usage to identify risks and opportunities, and take action to drive positive outcomes.
• Act as the main contact for mid-market accounts regarding renewals, expansions, and strategic inquiries, while collaborating with Support for technical issues.
• Create automated outreach campaigns that provide value without requiring one-on-one time.
• Identify high-potential accounts for enterprise-level engagement and manage the transition to our Growth and Deployment team.
• Work with Product, Engineering, and Marketing teams to represent mid-market customer needs and share insights for product development.
• Establish systems, tools, and processes to scale customer success operations effectively.

What We're Looking For

• 4+ years of experience in customer success, account management, or growth roles.
• Proven track record of driving retention and expansion in a portfolio management model (75-100+ accounts).
• A systems-oriented mindset with the ability to create repeatable processes.
• Strong technical skills and the ability to learn complex AI and creative software quickly.
• Exceptional written communication skills to craft messages for various audiences.
• A proactive approach and comfort with ambiguity, as this role involves building processes as you go.
• A data-driven mindset, capable of translating insights into actionable strategies.
• Experience in SaaS, AI/ML, or creative software industries is preferred.
• Ability to work independently while collaborating with Sales, Product, Engineering, and Support teams.

Nice to Have

Experience in building customer engagement programs at scale would be beneficial.

What We Offer

We value great talent and strive to create an inclusive environment. Our salary range for this role is $150,000-$190,000. We believe in pay equity and base our compensation on competitive market rates, relevant experience, and qualifications. We are open to considering candidates with varying levels of experience, and we will communicate any changes in the expected salary range during the hiring process.

At Runway, we are committed to creating a workplace where everyone can thrive. We welcome applicants from all backgrounds and encourage you to apply if our mission resonates with you.