Role Description

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.

Qualifications

• 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.

Requirements

• Salary range: $150,000-$190,000

Benefits

• Runway strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity for our team.
• We’re committed to creating a space where our employees can bring their full selves to work and have equal opportunity to succeed.