Customer Success Manager

The role

You will own a high-touch book of mid-market and enterprise accounts to onboard, retain, and grow them. You will drive expansion and upsell targets while conducting strategic planning and change management to help customers use Capsule for video creation.

What you will do

• Own and facilitate the onboarding and training of new customer accounts
• Own net revenue retention across your customer base
• Maintain active and consultative relationships across all accounts
• Build multi-threaded relationships
• Conduct EBRs and strategic planning sessions
• Carry an expansion and upsell quota
• Map white space within accounts
• Forecast renewals accurately and flag risk early
• Work closely with Sales on renewal strategy and expansion pipeline
• Bring customer intelligence back to Product and GTM

Required qualifications

• 3-7+ 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
• 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

Benefits

• medical
• dental
• vision
• life insurance

About the company

Capsule is building an AI-powered video editing tool for modern teams. They are a Series A startup backed by investors behind Webflow, Figma, Slack, and Replit.