Customer Success Manager

Captions is the leading video AI company, building the future of video creation. Over 10 million creators and businesses have used Captions to create videos for social media, marketing, sales, and more. We're on a mission to serve the next billion.

We are a rapidly growing team of ambitious, experienced, and devoted engineers, researchers, designers, marketers, and operators based in NYC. You'll join an early team and have an outsized impact on the product and the company's culture.

We’re very fortunate to have some the best investors and entrepreneurs backing us, including Index Ventures (Series C lead), Kleiner Perkins (Series B lead), Sequoia Capital (Series A and Seed co-lead), Andreessen Horowitz (Series A and Seed co-lead), Uncommon Projects, Kevin Systrom, Mike Krieger, Lenny Rachitsky, Antoine Martin, Julie Zhuo, Ben Rubin, Jaren Glover, SVAngel, 20VC, Ludlow Ventures, Chapter One, and more.

Check out our latest financing milestone and some other coverage:

The Information: 50 Most Promising Startups

Fast Company: Next Big Things in Tech

The New York Times: When A.I. Bridged a Language Gap, They Fell in Love

Business Insider: 34 most promising AI startups

Time: The Best Inventions of 2024

** Please note that all of our roles will require you to be in-person at our NYC HQ (located in Union Square)

We do not work with third-party recruiting agencies, please do not contact us**

About the role:

We’re looking for our very first strategic and relationship-driven Customer Success Manager to join our Sales team. In this role, you’ll serve as the primary point of contact for a portfolio of key customers, helping them realize value through our platform while ensuring long-term satisfaction, retention, and growth. You'll act as a trusted advisor, aligning our product capabilities with customer goals, and working cross-functionally to deliver a seamless customer experience. This is a high-impact role where your contributions will directly shape customer outcomes and business success.

Key Responsibilities:

• Own Customer Relationships: Manage and grow relationships with strategic accounts, cultivating champions and engaging stakeholders across all levels of the organization

• Drive Product Adoption: Develop and implement enablement strategies that increase customer adoption, engagement, and long-term value realization

• Act as Strategic Advisor: Guide customers in aligning our platform with their business goals and evolving needs, providing consultative support and best practices

• Commercial Management: Lead renewal processes, negotiate contract terms, and identify upsell opportunities to meet revenue and retention targets

• Enable Customer Success: Deliver training and education tailored to customer maturity and use cases; create scalable experiences that drive product fluency

• Collaborate Cross-Functionally: Partner with Sales, Product, Engineering, Support, Legal, and Customer Success teams to deliver a cohesive and impactful experience

• Influence Product Strategy: Channel customer feedback to internal teams to shape the product roadmap and improve overall customer experience

Requirements:

• 4+ years of experience in Account Management, Customer Success, or a similar customer-facing role in a B2B SaaS or tech

• Proven success managing accounts and driving renewals and expansions

• Strong communicator who can influence both technical and executive stakeholders

• Analytical and data driven, with a bias toward insight-led action

• Adaptable, proactive, and thrives in fast changing environments

• Builds trust through transparency, accountability, and customer focus

• Curious, humble, and committed to continuous improvement

Benefits:

• Comprehensive medical, dental, and vision plans

• 401K with employer match

• Commuter Benefits

• Catered lunch multiple days per week

• Dinner stipend every night if you're working late and want a bite!

• Doordash DashPass subscription

• Health & Wellness Perks (Talkspace, Kindbody, One Medical subscription, HealthAdvocate, Teladoc)

• Multiple team offsites per year with team events every month

• Generous PTO policy

Captions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Please note benefits apply to full time employees only.