Scaled Success Manager

📋 Description

• Own health, retention (90%+), and expansion (10-15%) of mid-market accounts.
• Build the scaled success motion from scratch; playbooks and campaigns.
• Monitor account health and usage to identify risks and expansion opportunities.
• Primary contact for renewals and expansions; coordinate with Support for issues.
• Design automated outreach campaigns (onboarding, QBRs, sponsor updates).
• Identify high-potential accounts to graduate to enterprise and hand off as needed.

🎯 Requirements

• 4+ years in CS, AM, or growth with scalable digital engagement experience.
• Proven retention and expansion metrics in 50+ account portfolio.
• Systems-oriented; build frameworks and repeatable processes.
• Strong technical fluency; quick learner of AI/creative software.
• Excellent written communication; tailor messaging for diverse audiences.
• Bias toward action; comfortable with ambiguity.

🎁 Benefits

• Remote across North America; offices in NYC, SF, Seattle.
• Collaborative culture with cross-functional teams.
• Work on AI/ML and creative software projects at scale.
• Exposure to Runway’s research and world-model roadmap.
• Growth opportunities across product and customer-facing roles.
• Inclusive, diverse workplace that values all voices.