About the role
*Open to hiring remote across North America — we also have offices in NYC, San Francisco, and Seattle
We're looking for a systems-thinker who thrives on building scalable customer success operations from the ground up. 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.
What you’ll do
- 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
What you’ll need
- 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
Runway strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity for our team. Our salary ranges are based on competitive market rates for our size, stage and industry, and salary is just one part of the overall compensation package we provide.
There are many factors that go into salary determinations, including relevant experience, skill level and qualifications assessed during the interview process, and maintaining internal equity with peers on the team. The range shared below is a general expectation for the function as posted, but we are also open to considering candidates who may be more or less experienced than outlined in the job description. In this case, we will communicate any updates in the expected salary range.
Lastly, the provided range is the expected salary for candidates in the U.S. Outside of those regions, there may be a change in the range, which again, will be communicated to candidates.
Salary range: $150,000-$190,000
