Mid-Market Customer Strategy Manager, Runway
$150-190k
More information about location
AI-powered creativity tools
Be an early applicant
AI-powered creativity tools
201-500 employees
Be an early applicant
$150-190k
More information about location
201-500 employees
Company mission
To ensure that anyone anywhere can tell their stories.
Role
Who you are
- 4+ years in client or executive-facing roles, working with mid-market/enterprise clients, portfolio companies, or strategic accounts — with experience in building scaled programs or driving adoption ideally within tech, finance, or consulting
- 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—this role requires 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
What the job involves
- We're looking for a systems-thinker who thrives on building scalable customer success operations from the ground up. You'll own the success of our mid-market customer segment, designing and executing the playbooks, automation, and engagement strategies that drive retention and expansion at scale
- This role sits at the intersection of customer success, operations, and growth—you'll be building the infrastructure that ensures our fastest-growing customer segment receives the right engagement at the right time
- This role is responsible for independently managing a portfolio of 80-150 mid-market and SMB accounts under $50K ACV, delivering proactive, digital-first customer success that drives usage and retention at scale
- Own the health and retention (90%+) of our mid-market customer portfolio, managing relationships through a combination of 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, exec 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
Our take
Runway is revolutionising 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 $1.5B. This milestone not only reflects investor confidence but also positions Runway to expand its innovative tools and further democratise access to advanced video editing capabilities globally.
Steph
Company Specialist at Welcome to the Jungle
Insights
112% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Feb 2026
$315m
SERIES E
Apr 2025
$308m
SERIES D
Total funding: $861.5m
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 HQ
Civic Center, New York, NY
Leadership
Anastasis Germanidis
(Co-Founder & 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.
Alejandro Matamala-Ortiz
(Co-Founder & CDO)Previously co-founded Deenty, an online booking platform for dentist appointments.
Cristóbal Valenzuela
(Co-Founder & 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.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 29 more jobs at Runway