Customer Success Manager

About the role

You'll own a high-touch book of mid-market and enterprise accounts with a clear mandate: onboard them, retain them, grow them, and make sure they're getting real value from Capsule every day. This is a commercial and consultative CS role. You'll have expansion and upsell targets and you're the kind of CSM who sees that as a good thing, because the best expansion conversations happen naturally when customers are genuinely successful. You'll identify where accounts can go deeper with Capsule, partner with Sales to bring those opportunities to close, and run EBRs that make executives eager to expand their relationship with us as we drive value by continuously pushing the envelope on what is possible with video. Since self-serve video creation is still fairly new, your role will include change management and strategic planning with stakeholders to help turn non-video creators into weekly video creators.

Responsibilities

• Cultivate Strong, Consultative Relationships
• 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
• Grow the book
• 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
• Partner internally on renewals and risk
• 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
• Grow CS Team Impact
• 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

Requirements

• 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)
• Mindset
• 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
• Compensation and Benefits
• Salary range: $100-$120k Base + Equity
• Comprehensive benefits: medical, dental, vision, and life insurance.
• Remote-first culture
• A CS org that's still building, meaning your instincts and experience about what good looks like will actually shape how we do things

Benefits

Additional Information

Customer Success Manager Capsule is building the world's most intuitive AI-powered video editing tool, designed for modern teams. We help brand-driven software companies scale video production across their entire org, without scaling their creative team headcount. We're a Series A startup led by two serial founders who have built and scaled creative platforms used by hundreds of millions of people. We're backed by top-tier investors behind Webflow, Figma, Slack, and Replit. Our customers are companies that take their brand seriously. Your job is to make sure they stay, grow, and never have a reason to look elsewhere.

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