capsule - Customer Success Manager
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 • 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) • 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
Responsibilities
• 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 • 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
Benefits
• Salary range: $100-$120k Base + 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
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