Customer Success Manager

What You'll Do 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 What We're Looking For - 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 - 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 Skills - 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 + Variable + 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