Runwayml is hiring a Scaled Success Manager to own the health, retention, and expansion of our mid-market customer portfolio. You will build this scaled success motion from scratch, designing playbooks and automated engagement frameworks to serve as the primary point of contact for renewals and strategic growth.
What You'll Do
- Own the health, retention (90%+), and expansion (10-15%) of our mid-market customer portfolio.
- Build the scaled success motion from scratch—develop playbooks, automated campaigns, and engagement frameworks.
- Monitor account health and usage patterns to identify risks and expansion opportunities.
- Serve as the primary point of contact for mid-market accounts on renewals, expansions, and strategic questions.
- Design and implement automated outreach campaigns (onboarding sequences, QBRs, exec sponsor updates).
- Identify high-potential accounts ready to graduate to enterprise-level engagement.
- Partner with Product, Engineering, and Marketing teams to advocate for mid-market customer needs.
- Establish the systems, tools, and processes needed to scale this motion beyond your individual capacity.
What We're Looking For
- 4+ years in customer success, account management, or growth roles with experience building scaled/digital customer engagement programs.
- Track record of driving retention and expansion metrics in a portfolio management model (50+ accounts).
- Systems-oriented mindset—you see patterns, build frameworks, and create repeatable processes.
- 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.
- Data-driven approach to decision making with ability to translate insights into action.
- Ability to work autonomously while collaborating across Sales, Product, Engineering, and Support teams.
Nice to Have
- Experience in SaaS, AI/ML, or creative software industries.
Team & Environment
Sits at the intersection of customer success, operations, and growth.
Benefits & Compensation
- Compensation: $150,000-$190,000
Work Mode
Remote positions are available in North America, including NYC, San Francisco, and Seattle.
So regardless of race, gender identity or expression, sexual orientation, religion, origin, ability, age, veteran status, if joining this mission speaks to you, we encourage you to apply.
