Customer Success Manager

The Role

We'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 demand

You'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 Do

• Own the customer journey from the start of the paid pilot through onboarding, expansion and renewal

• Act 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 impact

• Drive 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 opportunities

• Deliver effective and engaging trainings to help get users up and running on Capsule no matter their previous experience with video content creation

• Elevate the voice of the customer to product, helping inform future product development

• Identify additional teams within partner companies and pursue expansion of Capsule into those teams

• Answer customer support questions and pursue resolution of issues

• Track, highlight and celebrate wins alongside your customers

Who You Are

You'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 technology

• Feel comfortable with and motivated by an expansion quota

• Have killer communication skills and an openness to feedback

• Love discovery! One of your favorite skills is the ability to ask great questions, actively listen to the answers, and adjust on the fly

• Have experience facilitating online training sessions for groups and can talk about what works and what doesn’t work in those settings

• Are comfortable with data and can use metrics to inform your actions

• Welcome the fast-paced and sometimes unpredictable nature of startup life and want to jump right in

• Are extremely organized - the reality of managing 10s of accounts across the entire post sales customer life cycle doesn't daunt you

Interview Plan

• 45-min interview with our Head of Customer Success (Hiring Manager)

• 45-min interview with our Customer Success Manager

• Assignment (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 & GTM

• 30-min interview with our CEO

• Reference checks

Compensation + Benefits

• Base salary range: $ 95,000-125,000 USD base + incentive + equity

• Comprehensive health benefits (medical, dental, vision, life)

• Generous PTO

• Remote-first culture with regular team offsites

• Fast-growing team with meaningful opportunities for advancement

Why Join Capsule

We’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 work

• Work with world-class engineers, designers, and creatives

• Join a company that believes fun is a competitive advantage

Ready to help us bring beautifully designed, AI-powered video creation to every workplace? We’d love to hear from you.