Technical Customer Experience Manager

Summary

Join Runway, a collaborative business planning platform, as a Customer Success Manager. You will develop and maintain relationships with C-Suite and Financial Leaders, providing full-cycle support for a book of 40+ customers. Responsibilities include onboarding, frontline support, account management, and driving product adoption. You will work cross-functionally with product and sales teams, acting as the Voice of the Customer to influence the product roadmap. This role requires strong communication, project management, and a learning mindset. Runway offers a remote-first work environment and a supportive culture.

Requirements

• Passion for enabling and activating customers
• Strong communication and project management , so you can bring joy a meaningful book of customers
• A learning mindset , with curiosity about our product, customers, and ways of working
• Humility , low ego , and clarity when sharing ideas, giving and receiving feedback, and making decisions
• Optimistic pragmatism by delivering great work that’s not compromised by the realities of a small team iterating on a big problem with little time
• Empathy and understanding for customer needs and constraints
• Proactive team leadership and partnership with their sales, and product colleagues

Responsibilities

• Develop and maintain relationships with C-Suite and Financial Leaders as you act as the primary point of contact throughout a customer’s deployment and utilization of Runway
• Own full-cycle support for your book of 40+ customers, from onboarding to frontline support to account management, for streamlined adoption of the Runway platform
• Become a Runway expert and drive product adoption as you coach and partner strategically with your customers to drive their business outcomes
• Work cross-functionally with product and sales to define, design, and deliver our pre- and post-sales process
• Act as the Voice of the Customer to drive improvements and influence the product roadmap
• Elevate your skills and leverage your strengths as an early team member helping us to shape a world-class Customer Experience team

Preferred Qualifications

• Experience with technical product onboarding is a strong plus
• If you have experience with FP&A software

Benefits

The base salary range for this full-time position is $150,000-$190,000 + generous early employee equity + benefits