Customer Success Manager

RunPod is pioneering the future of AI and machine learning, offering cutting-edge cloud infrastructure for full-stack AI applications. Founded in 2022, we are a rapidly growing, well-funded company with a remote-first organization spread globally. Our mission is to empower innovators and enterprises to unlock AI's true potential, driving technology and transforming industries. Join us as we shape the future of AI.

The Customer Success Manager will join a small team of Customer Success Managers, directly contributing to and positively impacting the mission of RunPod: creating an unparalleled customer experience. We are looking for a curious, empathetic, and results-driven Customer Success Manager to join our team.

As a CSM at RunPod, you will play a critical role in ensuring our customers’ success by driving retention, facilitating renewals, and building long-term partnerships. You will act as a trusted advisor, helping customers  achieve their goals with RunPod’s infrastructure solutions while identifying opportunities for growth through renewals and expansions. You will work cross-functionally with our revenue, product, and engineering teams to provide an exceptional customer experience through onboarding support, product improvements, renewals and expansions.

You will work closely with a small but growing team of Customer Success Managers and the Revenue Team to drive retention rates, create unparalleled customer experiences, and identify opportunities for expansions and renewals. You will have the unique opportunity to be part of the foundational team, playing a key role in shaping how we best serve our customers.

You will work in an innovative, dynamic, and high-energy environment with a strong emphasis on teamwork. While we are a mostly remote team, there are regular opportunities to collaborate in person at our offices in Charlotte, NC, and San Francisco, CA.

Requirements:

• 2-4 years of experience in an account management, customer success or related role, preferably in B2B SaaS or cloud infrastructure. Startup experience is a plus.
• Strong understanding of AI/ML concepts or experience in a SaaS field is a plus.
• Proven track record of managing renewals, upsells, and customer retention strategies.
• Exceptional written and verbal communication, as well as interpersonal skills, with the ability to build strong relationships at all levels.
• Analytical mindset with experience using CRM tools (e.g., HubSpot, Gainsight, Mode) to monitor health scores and track performance metrics.
• Self-motivated, adaptable, and capable of thriving in a startup work environment.
• Ability to manage multiple communication channels, such as email, Slack, and Zendesk.

Responsibilities: 

• Manage and maintain a portfolio of clients, focusing on retention and expansion strategies.
• Identify opportunities for renewals and expansions. 
• Work closely with the Sales team for smooth customer handoffs.
• Monitor product usage and customer health analytics, providing insights to internal teams.
• Meet or exceed renewal and revenue quotas. 
• Proactively address customer concerns to reduce churn risk.
• Create regular customer engagement touchpoints through Slack, email, and calls.
• Understand customer use cases and advocate for their needs.
• Provide customer feedback to influence processes and product development.
• Collaborate with sales, support, and product teams to resolve issues and deliver a seamless customer experience.

Nice to Haves: 

• Experience at an AI/ML, SaaS, or infrastructure company.
• Experience using document tools like DocuSign and PandaDoc. 
• Understanding of generative Ai, cloud services or developer focused tech. 

What You’ll Receive:

• The competitive base pay for this position ranges from ($110,000 - $130,000 USD). Factors that may be used to determine your actual pay may include your specific job related knowledge, skills, location and experience. In addition to the base salary, the role also offers an incentive commission.
• Stock options
• The flexibility of remote work with an inclusive, collaborative team.
• An opportunity to grow with a company that values innovation and user-centric design.
• Generous vacation policy to ensure work-life harmony and well-being.
• Contribute to a company with a global impact based in the US, Canada, and Europe.

RunPod is committed to maintaining a workplace free from discrimination and upholding the principles of equality and respect for all individuals. We believe that diversity in all its forms enhances our team. As an equal opportunity employer, RunPod is committed to creating an inclusive workforce at every level. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, protected veteran status, disability status, or any other characteristic protected by law.