Technical Customer Success

Position Overview

We are a global AI research and technology company focused on building Universal Simulation systems. The research we are doing and the tools we are building are maturing rapidly and are quickly becoming the foundation for how we will all soon approach making anything. From images to videos, scripted media to documentaries, graphic design to architecture, interactive games to social media, new forms of learning and the future of entertainment itself. Everyone will be empowered to make anything. There will no longer be any barriers to entry.

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 Technical Customer Success visionary to join our fast-moving team of product experts, creators, and engineers to redefine what's possible with generative content.

You will join a growing commercial team focused on unlocking transformative workflows for our customers. You will serve as the primary point of contact for customers while architecting use cases and solutions to drive value and growth. You'll be instrumental in ensuring our customers achieve maximum value from Runway while fostering long-term partnerships.

At Runway, we are building the future in real-time. You will drive that growth by thinking from first principles, navigating ambiguity, and turning complex technical challenges into customer success stories that reshape entire industries.

Responsibilities

• Serve as the trusted advisor for our enterprise customers and API partners, becoming their go-to expert for navigating the rapidly evolving AI landscape by enabling a collaborative day-to-day experience and providing solutions to their questions.
• Build technical proofs of concept and leverage your knowledge of Runway and APIs to help customers understand how to embed Runway into their workflows.
• Uncover valuable use cases and breakthrough applications by diving deep into customer challenges and thinking creatively about how our technology can solve a wide range of problems.
• Partner with the broader commercial team to design and execute on sophisticated post-sales strategies that drive measurable product adoption, engagement, and revenue expansion across our enterprise portfolio.
• Design and execute innovative customer engagement initiatives: hackathons that spark creativity, community events that build ecosystems, QBRs that demonstrate transformative ROI.
• Create scalable, data-informed engagement strategies that can grow with our rapidly expanding customer base, leveraging analytics to evaluate customer health and identify critical goals to drive customer happiness.
• Champion our customers internally by translating their feedback into actionable product insights that shape our roadmap.
• Master every aspect of the Runway platform to become the definitive expert on our workflows, use cases, and technical implementation.

Requirements

• Proven track record in customer success, sales engineering, or account management in high-growth technology companies.
• Hands-on experience working with APIs, understanding of coding concepts, and basic proficiency in at least one scripting language (Python, JavaScript, or similar).
• Experience building analytics dashboards and deriving insights from customer data; SQL and data visualization expertise strongly preferred.
• Strong project management and organizational skills.
• Outstanding communication skills with the ability to explain complex technical concepts to diverse audiences.
• Bias toward action with the ability to move quickly while maintaining quality.
• Intellectual curiosity and continuous learning mindset.

Application Instructions

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