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What you’ll do:
- Own the health, retention (90%+), and expansion (10-15%) 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
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 (50+ accounts)
- Strong technical fluency and ability to quickly learn complex AI/creative software products
Runway
Runway is building AI to simulate the world through merging art and science; they believe that world models are at the frontier of progress in artificial intelligence. Their team consists of creative, open minded, caring and ambitious people who are determined to change the world.