Staff Customer Success Manager, Runway
$150-180k
Provided range is the expected salary for candidates in the U.S. Outside of those regions, there may be a change in the range
AI-powered creativity tools
Open for applications
AI-powered creativity tools
101-200 employees
Open for applications
$150-180k
Provided range is the expected salary for candidates in the U.S. Outside of those regions, there may be a change in the range
101-200 employees
Company mission
To ensure that anyone anywhere can tell their stories.
Role
Who you are
- 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!
What the job involves
- 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
- 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
Application process
- During our interview process, you'll have several chances to get acquainted with the Runway product and use all the features our team has built - and that starts now!
- As part of your application, instead of a cover letter, we ask that you try out the Runway product
- Specifically, create a free Runway account and generate 2 images using our Text to Image feature
- The images can be anything you want, so show us your creative side
- You can play around with different image tools like Infinite Image, Backdrop Remix, or even combine your generations together using frame interpolation
- Please share a public link in your application for our team to review
Our take
Runway is revolutionizing content creation and video editing with machine learning, harnessing the expansive capabilities of web-based tools. At the forefront of this transformation, the startup offers a suite of AI-powered editing tools tailored for designers, artists, and creators, setting itself apart in an industry dominated by enterprise-focused software solutions.
The company has rapidly gained recognition among some of the world's largest brands, including R/GA, New Balance, Google, and IBM, by appealing directly to creative professionals. This approach has not only solidified Runway's position in the market but also facilitated its integration into the design curricula of esteemed institutions such as NYU, RISD< and MIT.
In a testament to its growing influence and success, Runway achieved unicorn status in 2023 following a landmark $100M funding round, which valued the company at $1.5BThis milestone not only reflects investor confidence but also positions Runway to expand its innovative tools and further democratize access to advanced video editing capabilities globally.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
112% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2023
$141m
SERIES C
Dec 2022
$50m
SERIES C
Total funding: $238.5m
Company benefits
- 100% medical, dental, and vision coverage: We cover 100% of medical, dental and vision for our US employees AND their dependents. Based on the plans selected, we have complimentary mental health benefits and a free One Medical membership
- Unlimited days of PTO: We have unlimited PTO with a minimum of 15 days a year. We also have a paid sabbatical program after employees have been with Runway for 3 years and again after 5 years. And of course, we can't forget about Summer Fridays
- 401k Matching, 3% matching: Plan for the future! We provide a 3% 401K match for our US based employees
- Remote $250 stipend: All of our employees outside of commuting distance to the office, can expense up to $250 per month on co-working spaces, lunch or groceries, and internet connection
- Donations supporting our community: Beyond our employees, we have a commitment to our communities. Every quarter, Runway employees choose an organization for the company to support through a donation
- Custom setup, tech setup stipend: In addition to the choice of laptop, all employees get a stipend to customize their tech set up as they want
- Parental leave for all parents: We offer 16 weeks of fully paid parental leave plus a gradual return to work plan. This coverage is for all parents, regardless of how a child is brought into the family
- L&D $600 stipend: We’re investing in our employees’ long term growth by giving every employee $600 per year to spend on their personal or professional development. That means conferences, courses, and books, oh my!
- Wellness $600 stipend: We set ambitious goals and work hard to achieve them, so we believe it’s important to invest in employees’ mental and physical health. The $600 annual wellness stipend can be used for anything from therapy sessions to gym memberships
Company values
- Invent the future: We believe that the best way to predict the future is to invent it. Optimize for the long-term
- Relentless optimism: Building impossible things is hard. We are optimistic about a future where moving creativity forward is not only possible, but inevitable
- Try fast, learn fast: Our success will depend on how fast we learn. Trial and error. Rinse and repeat. Stay humble and learn something every day
- Solve with care: Our product is a mirror of our values
Company HQ
Civic Center, New York, NY
Articles
Leadership
Anastasis Germanidis
(CTO)Trained as a Backend Engineer, they have held roles at Zocdoc, Chartbeat, and Quantcast as well as working as a Machine Learning Researcher in Computer Vision for IBM.
Previously co-founded Deenty, an online booking platform for dentist appointments.
Cristóbal Valenzuela
(CEO)Worked as a Researcher at New York University from 2018 to 2019. Also spent time as a Professor at the UAI School of Design.
Share this job
View 12 more jobs at Runway