Note: The job is a remote job and is open to candidates in USA. Capsule is building the world’s most intuitive AI-powered video editing tool, designed for modern teams. The Customer Success Manager will own a high-touch book of mid-market and enterprise accounts, ensuring onboarding, retention, and growth while driving value from Capsule's services.
Responsibilities
- Own and facilitate the onboarding and training of new customer accounts with a focus on demonstrating value early and often
- Own net revenue retention across your customer base - monitor health signals, catch risk early, and intervene before a quiet account becomes a churn risk
- Maintain active and consultative relationships across all accounts; we want to support immediate goals but also understand their (often shifting) longer term vision
- Build multi-threaded relationships so you're never one champion departure away from a renewal problem
- Conduct EBRs and strategic planning sessions in order to cultivate relationships and highlight value for VP/C-Suite level stakeholder
- Carry an expansion and upsell quota; identify opportunities within your accounts and drive them to close in partnership with Sales
- Map white space — teams, use cases, and workflows within your accounts that aren't yet using Capsule but should be
- Frame expansion conversations around customer outcomes and organizational goals/priorities
- Forecast renewals accurately and flag risk early
- Work closely with Sales on renewal strategy and expansion pipeline so handoffs are clean and nothing falls between the cracks
- Bring customer intelligence back to Product and GTM, in order to inform road map, advocate for customer needs, and refine the ICP
- As a member of a small team, you’ll take on side projects that help us scale
- These projects will include things like training videos, workflow documentation, webinar production, engagement activations, AI workflow automations
Skills
- 5-7+ years in enterprise CS, Account Management, or post-sales SaaS
- Demonstrated success driving user adoption and influencing new workflows across teams
- Demonstrated track record of hitting NRR and/or expansion targets — you've owned a number and hit it
- Strong experience partnering with sales on expansion planning and execution
- Eager to get in the weeds and comfortable with building the plane as we fly at an ever increasing speed
- Commercially sharp: you can identify expansion opportunities, co-build the business case, and carry them to close alongside Sales
- Data-fluent: you use product usage signals, engagement trends, and business metrics to drive your account strategy and your customer conversations
- Organized at scale: you have a real system for staying close to your customer base
- Patience and love for training: there is no implementation team, we own the customer from their first post sale interaction and conduct all training (interactive, small group sessions)
- You're motivated by the commercial side of CS, not intimidated by it
- You think in account plans knowing where each customer is, where they could go, and what it'll take to get them there
- You care about your customers' creative work and understand why brand and video quality matter to them; that's what makes your expansion conversations feel like partnership, not sales
Benefits
- Offers Equity
- Offers Bonus
- Comprehensive benefits: medical, dental, vision, and life insurance.
- Remote-first culture
Company Overview