Scaled Success Manager at Runway — Remote Worldwide

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

Scaled Success Manager

About the role

What you’ll do

What you’ll need

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