Scaled Success Manager
Remote$150k - $190kfull-timePosted 7mo ago
About the role
Build and scale customer success operations for mid-market clients in an AI-focused company, driving retention, expansion, and customer engagement strategies.
Responsibilities
- Own the health and retention of the mid-market customer portfolio, managing relationships through high-impact touchpoints and systematic engagement.
- Build the scaled success motion from scratch—develop playbooks, automated campaigns, and engagement frameworks that can grow with the business.
- Monitor account health and usage patterns to identify risks and expansion opportunities, then execute targeted interventions to drive outcomes.
- Serve as the primary point of contact for mid-market accounts on renewals, expansions, and strategic questions while coordinating with Support for technical issues.
- Design and implement automated outreach campaigns (onboarding sequences, QBRs, executive sponsor updates) that deliver value without requiring 1:1 time.
- Identify high-potential accounts ready to graduate to enterprise-level engagement and coordinate handoffs to our Growth and Deployment team.
- Partner with Product, Engineering, and Marketing teams to advocate for mid-market customer needs and surface insights that inform product development.
- Establish the systems, tools, and processes needed to scale this motion beyond your individual capacity.
Qualifications
- 4+ years in customer success, account management, or growth roles with demonstrated experience building scaled/digital customer engagement programs.
- Track record of driving retention and expansion metrics in a portfolio management model (75-100+ accounts).
- Systems-oriented mindset—you see patterns, build frameworks, and create repeatable processes rather than one-off solutions.
- Strong technical fluency and ability to quickly learn complex AI/creative software products.
- Exceptional written communication skills and ability to craft compelling messaging for different audiences.
- Bias toward action and comfort with ambiguity—building the plane while flying it.
- Data-driven approach to decision making with ability to translate insights into action.
- Experience in SaaS, AI/ML, or creative software industries preferred.
- Ability to work autonomously while collaborating across Sales, Product, Engineering, and Support teams.
Skills
Required:Customer success managementRelationship managementSystems thinkingTechnical fluency
Last updated Apr 6, 2026. Interested? Apply on the company site.
About Runway
Make anything.
Generate images and video with AI. Text to video, image to video, plus more. Runway's AI image and video generation tools trusted by millions worldwide
AI Image and Video GeneratorAI toolsText to videobrex-fastest-growing-2025image to videoliquid-ai-recruiting-target
More open roles at Runway
- Forward Deployed EngineeryesterdayRemote · Commercial
- Sr/Staff Product Manager, Research ProductsyesterdayRemote · Product
- Member of Strategic Staff, Model EcosystemyesterdayRemote · Operations & Partnerships
- Prototype ResearcheryesterdayRemote · Runway Labs
- Strategic FinanceyesterdayRemote · Finance