About We Are Working: We Are Working (WAW) is a 100% remote, U.S.-based company helping small and mid-sized businesses build high-performing remote teams that deliver measurable results. Many growing companies want to leverage remote talent but lack the systems and expertise to do it effectively. At WAW, we solve that challenge by combining skilled professionals with proven workflows, operational oversight, and the infrastructure needed to run successful remote operations. Our mission is to help businesses streamline operations, reduce costs, and scale with productive and accountable remote teams. Role Overview: We are seeking a dynamic and results-driven Customer Success Manager to serve as the primary advocate for our clients. In this role, you will build strong relationships with customers, ensure they achieve meaningful outcomes from our services, and identify opportunities to strengthen long-term partnerships. You will work closely with internal teams to improve workflows, resolve challenges, and continuously enhance the customer experience. The ideal candidate is proactive, analytical, and passionate about helping clients succeed. Roles & Responsibilities: - Build and maintain strong long-term relationships with customers, ensuring ongoing success and satisfaction. - Monitor and report client health metrics, including engagement, satisfaction, retention, and growth. - Act as the primary point of contact for client accounts and guide them toward maximizing value from WAW services. - Proactively identify customer needs and recommend tailored solutions or workflow improvements. - Support and enhance customer onboarding and training programs. - Advocate for customers internally and collaborate with cross-functional teams to resolve issues efficiently. - Identify opportunities for service expansion or upgrades where appropriate. - Maintain clear documentation of client interactions, feedback, and progress within the project management tool. Desired Skills and Experience: - Exceptional verbal and written communication skills. - Strong interpersonal and customer service skills with a passion for helping others. - 3+ years of relevant experience in customer success, account management, or related roles. Manager experience is a plus. - Excellent organizational skills and a keen attention to detail. - Proven time management abilities, with the capability to meet deadlines and prioritize effectively. - Analytical mindset with problem-solving capabilities and a proactive approach. - Demonstrated leadership and supervisory skills. - Proficiency in Microsoft Office Suite or similar tools; familiarity with CRM systems is a plus. - Bachelor's degree in Business, Marketing, or a related field is a plus (not mandatory) Why Join We Are Working: - Work with international clients and dynamic teams. - Fully remote work environment. - Opportunity to make a direct impact on customer success and operational excellence. - Be part of a growing company focused on delivering high-quality service and measurable results. Job Details: Type: Full-Time (hourly) Schedule: 9:00 AM - 5:00 PM EST (flexible) Remote: Fully Remote

• Lead and provide daily oversight to team members; help the team grow and achieve their career aspirations • Provide guidance to team on best practices in customer experience, case management, and AWS best practices • Responsible for team resource and capacity management, project leadership, cross-team collaboration as well as escalation management • Manage customer escalations and concerns; track customers at risk and escalate through the customer escalation process • Oversee and ensure the timely scheduling and execution of customer meetings, while tracking key performance metrics • Assist the Director in creating and implementing processes and policies for the Customer Engagement team • Lead recruiting efforts for open positions under the Customer Engagement team • Lead training programs on tool sets used in our service offerings, team processes, and role specific expectations • Review workflows and shadow meetings for quality control • Track team member performance via KPIs and scorecards, escalate issues to leadership • Ensure customer satisfaction as well as resolution of all service tickets within defined SLAs • Work with internal Mission teams to align support efforts and provide an excellent customer experience • Keep up to date on the latest AWS services and strategies

• Support SaaS customers in using our products • First point of contact for customer inquiries and understanding customer goals • Lead regular meetings with customers • Support product development by reporting bugs and submitting feature requests

We are building AI to simulate the world through merging art and science. We believe that world models are at the frontier of progress in artificial intelligence. Language models alone won’t solve the world’s hardest problems – robotics, disease, scientific discovery. Real progress requires models that experience the world and learn from their mistakes, the same way that humans do. And this kind of trial and error can be massively accelerated when done in simulation, rather than in the real world. World models offer the most clear path to general-purpose simulation, changing how stories are told, how scientific progress is made and how the next frontiers of humanity are reached. Our team consists of creative, open minded, caring and ambitious people who are determined to change the world. We aspire to continuously build impossible things and our ability to do so relies on building an incredible team. If you are driven to do the same, we'd love to hear from you. 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, 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 - 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 (50+ 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 Working at Runway Great things come from great teams. We’d love to hear from you. We’re committed to creating a space where our employees can bring their full selves to work and have equal opportunity to succeed. 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. More about Runway - Universal World Simulator - GWM-1 - Gen-4.5 - General World Models - Robotics SDK - Conversational Real-time Agents - Runway Studios We're excited to be recognized as a best place to work Crain's | InHerSight | BuiltIn NYC | INC