Customer Success Manager

The RoleWe're looking for a business-minded, fiercely customer-centric Customer Success Manager who can facilitate pilots, implement training, support customer change management, increase usage and expand reach within current customers.Our vision is for Capsule to become the industry-leading learning center for all things enterprise video and be known as the company that trained an entire generation of employees to harness the power of video. Similar to what Powerpoint did for slides, we believe Capsule will do for video.We're hiring for this role now because:Our customer base is growing rapidly and we need more great people to meet the growing demandYou'll work directly with the Head of Customer Success and another Customer Success Manager as a critical member of the go to market team. Together you’ll drive customer value realization, project manage pilots, develop and implement impactful training, and continuously iterate and improve processes and deliverables based on data and feedback.What You'll DoOwn the customer journey from the start of the paid pilot through onboarding, expansion and renewalAct as a strategic bridge between the design team and customers, ensuring seamless communication and alignment for successful technical system implementation.Develop tailored playbooks for each customer, outlining success metrics, key goals, and actionable plans to drive long-term adoption and impactDrive adoption through both top-down and bottom-up engagement strategies, ensuring alignment across leadership and end users to maximize platform usage and value.Partner closely with Account Executives to identify and support expansion opportunitiesDeliver effective and engaging trainings to help get users up and running on Capsule no matter their previous experience with video content creationElevate the voice of the customer to product, helping inform future product developmentIdentify additional teams within partner companies and pursue expansion of Capsule into those teamsAnswer customer support questions and pursue resolution of issuesTrack, highlight and celebrate wins alongside your customersWho You AreYou'll thrive in this role if you:Have 3-5 years of experience as a Customer Success Manager, ideally in B2B SaaS, design tools, or creative technologyFeel comfortable with and motivated by an expansion quotaHave killer communication skills and an openness to feedbackLove discovery! One of your favorite skills is the ability to ask great questions, actively listen to the answers, and adjust on the flyHave experience facilitating online training sessions for groups and can talk about what works and what doesn’t work in those settingsAre comfortable with data and can use metrics to inform your actionsWelcome the fast-paced and sometimes unpredictable nature of startup life and want to jump right inAre extremely organized - the reality of managing 10s of accounts across the entire post sales customer life cycle doesn't daunt youInterview Plan45-min interview with our Head of Customer Success (Hiring Manager)45-min interview with our Customer Success ManagerAssignment (Expected time required: 45-60 minutes)Presentation of Assignment (45-minute meeting - 10 minute presentation, followed by Q&A and discussion)30-min interview with our Head of Sales & GTM30-min interview with our CEOReference checksCompensation + BenefitsBase salary range: $ 95,000-125,000 USD base + incentive + equity Comprehensive health benefits (medical, dental, vision, life)Generous PTORemote-first culture with regular team offsitesFast-growing team with meaningful opportunities for advancementWhy Join CapsuleWe’re a tight-knit, zero-ego team that moves fast and loves what we do. At Capsule, you’ll have the chance to:Shape the future of video tools for workWork with world-class engineers, designers, and creativesJoin a company that believes fun is a competitive advantageReady to help us bring beautifully designed, AI-powered video creation to every workplace? We’d love to hear from you.

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