Who you are

• We're looking for a systems-thinker who thrives on building scalable customer success operations from the ground up
• 4+ years in customer success, account management, or growth roles with demonstrated experience building scaled/digital customer engagement programs
• Track record of driving retention and expansion metrics in a portfolio management model (75-100+ accounts)
• Systems-oriented mindset—you see patterns, build frameworks, and create repeatable processes rather than one-off solutions
• Strong technical fluency and ability to quickly learn complex AI/creative software products
• Exceptional written communication skills and ability to craft compelling messaging for different audiences
• Bias toward action and comfort with ambiguity—this role requires building the plane while flying it
• Data-driven approach to decision making with ability to translate insights into action
• Experience in SaaS, AI/ML, or creative software industries preferred
• Ability to work autonomously while collaborating across Sales, Product, Engineering, and Support teams

What the job involves

• You'll own the success of our mid-market customer segment, designing and executing the playbooks, automation, and engagement strategies that drive retention and expansion at scale
• This role sits at the intersection of customer success, operations, and growth—you'll be building the infrastructure that ensures our fastest-growing customer segment receives the right engagement at the right time
• Own the health and retention (90%+) of our mid-market customer portfolio, managing relationships through a combination of high-impact touchpoints and systematic engagement
• Build the scaled success motion from scratch—develop playbooks, automated campaigns, and engagement frameworks that can grow with the business
• Monitor account health and usage patterns to identify risks and expansion opportunities, then execute targeted interventions to drive outcomes
• Serve as the primary point of contact for mid-market accounts on renewals, expansions, and strategic questions while coordinating with Support for technical issues
• Design and implement automated outreach campaigns (onboarding sequences, QBRs, exec sponsor updates) that deliver value without requiring 1:1 time
• Identify high-potential accounts ready to graduate to enterprise-level engagement and coordinate handoffs to our Growth and Deployment team
• Partner with Product, Engineering, and Marketing teams to advocate for mid-market customer needs and surface insights that inform product development
• Establish the systems, tools, and processes needed to scale this motion beyond your individual capacity

Benefits

• 100% medical, dental, and vision coverage: We cover 100% of medical, dental and vision for our US employees AND their dependents. Based on the plans selected, we have complimentary mental health benefits and a free One Medical membership
• Unlimited days of PTO: We have unlimited PTO with a minimum of 15 days a year. We also have a paid sabbatical program after employees have been with Runway for 3 years and again after 5 years. And of course, we can't forget about Summer Fridays
• 401k Matching, 3% matching: Plan for the future! We provide a 3% 401K match for our US based employees
• Remote $250 stipend: All of our employees outside of commuting distance to the office, can expense up to $250 per month on co-working spaces, lunch or groceries, and internet connection
• Donations supporting our community: Beyond our employees, we have a commitment to our communities. Every quarter, Runway employees choose an organization for the company to support through a donation
• Custom setup, tech setup stipend: In addition to the choice of laptop, all employees get a stipend to customize their tech set up as they want
• Parental leave for all parents: We offer 16 weeks of fully paid parental leave plus a gradual return to work plan. This coverage is for all parents, regardless of how a child is brought into the family
• L&D $600 stipend: We’re investing in our employees’ long term growth by giving every employee $600 per year to spend on their personal or professional development. That means conferences, courses, and books, oh my!
• Wellness $600 stipend: We set ambitious goals and work hard to achieve them, so we believe it’s important to invest in employees’ mental and physical health. The $600 annual wellness stipend can be used for anything from therapy sessions to gym memberships