Technical Customer Success Manager

About the role

_{*Open to hiring remote across North America — we also have offices in NYC, San Francisco, and Seattle}

We’re looking for a Technical Customer Success visionary to join our fast-moving team of product experts, creators, and engineers to redefine what's possible with generative content.

You will join a growing commercial team focused on unlocking transformative workflows for our customers. You will serve as the primary point of contact for customers while architecting use cases and solutions to drive value and growth. You'll be instrumental in ensuring our customers achieve maximum value from Runway while fostering long-term partnerships.

At Runway, we are building the future in real-time. You will drive that growth by thinking from first principles, navigating ambiguity, and turning complex technical challenges into customer success stories that reshape entire industries.

What you’ll do

• Serve as the trusted advisor for our enterprise customers and API partners, becoming their go-to expert for navigating the rapidly evolving AI landscape by enabling a collaborative day-to-day experience and providing solutions to their questions
• Build technical proofs of concept and leverage your knowledge of Runway and APIs to help customers understand how to embed Runway into their workflows
• Uncover valuable use cases and breakthrough applications by diving deep into customer challenges and thinking creatively about how our technology can solve a wide range of problems
• Partner with the broader commercial team to design and execute on sophisticated post-sales strategies that drive measurable product adoption, engagement, and revenue expansion across our enterprise portfolio
• Design and execute innovative customer engagement initiatives: hackathons that spark creativity, community events that build ecosystems, QBRs that demonstrate transformative ROI
• Create scalable, data-informed engagement strategies that can grow with our rapidly expanding customer base, leveraging analytics to evaluate customer health and identify critical goals to drive customer happiness
• Champion our customers internally by translating their feedback into actionable product insights that shape our roadmap
• Master every aspect of the Runway platform to become the definitive expert on our workflows, use cases, and technical implementation

What you’ll need

• Proven track record in customer success, sales engineering, or account management in high-growth technology companies
• Hands-on experience working with APIs, understanding of coding concepts, and basic proficiency in at least one scripting language (Python, JavaScript, or similar)
• Experience building analytics dashboards and deriving insights from customer data; SQL and data visualization expertise strongly preferred
• Strong project management and organizational skills
• Outstanding communication skills with the ability to explain complex technical concepts to diverse audiences
• Bias toward action with the ability to move quickly while maintaining quality
• Intellectual curiosity and continuous learning mindset

For your application (optional):

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 one video using our Text/Image to Video feature. The clip should be five seconds long and can be about anything you want! Please share a public link in your application for our team to review.

Runway strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity for our team. Our salary ranges are based on competitive market rates for our size, stage and industry, and salary is just one part of the overall compensation package we provide.

There are many factors that go into salary determinations, including relevant experience, skill level and qualifications assessed during the interview process, and maintaining internal equity with peers on the team. The range shared below is a general expectation for the function as posted, but we are also open to considering candidates who may be more or less experienced than outlined in the job description. In this case, we will communicate any updates in the expected salary range.

Lastly, the provided range is the expected salary for candidates in the U.S. Outside of those regions, there may be a change in the range, which again, will be communicated to candidates.

Salary range: $150,000 - $200,000