Customer Success Manager

About the Company

Capsule is building the world’s most intuitive AI-powered video editing tool, designed for modern teams. We help brand-driven software companies scale video production across their entire org, without scaling their creative team headcount.

Responsibilities

• Own and facilitate the onboarding and training of new customer accounts
• Own net revenue retention (NRR) across your customer base
• Build multi-threaded relationships with stakeholders to ensure renewal stability
• Conduct Executive Business Reviews (EBRs) and strategic planning sessions
• Carry an expansion and upsell quota in partnership with Sales
• Map white space for new teams, use cases, and workflows within accounts
• Forecast renewals accurately and flag churn risks early
• Provide customer intelligence to Product and GTM teams to inform the roadmap
• Contribute to CS scaling projects like training videos, documentation, and AI workflow automations

Requirements

• 5-7+ years in enterprise Customer Success, Account Management, or post-sales SaaS
• Proven track record of hitting NRR and expansion targets
• Experience driving user adoption and influencing new workflows across teams
• Strong experience partnering with Sales on expansion planning and execution
• Commercially sharp with the ability to co-build business cases
• Data-fluent with ability to use product usage signals to drive strategy
• Highly organized with a system for managing a large customer base
• Comfortable with training and conducting interactive implementation sessions

Benefits

• Salary range: $100k-$120k Base + Equity
• Comprehensive benefits: medical, dental, vision, and life insurance
• Remote-first culture