Customer Success Manager

Job not on LinkedIn

🔥 23 minutes ago

🇺🇸 United States – Remote

💵 $100k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Capsule

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2020

🤝 B2B

☁️ SaaS

📱 Media

B2B • SaaS • Media

Capsule is a video editing platform designed specifically for enterprise teams, enabling anyone within an organization to create branded videos easily and quickly. With features like real-time collaboration, AI-powered editing tools, and custom motion graphic templates, Capsule allows teams to produce high-quality content without needing extensive design or editing experience. The platform enhances productivity by streamlining the video creation process, making it significantly faster than traditional editing tools.

📋 Description

• 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

🎯 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

🏖️ Benefits

• 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