{"id":423927,"url":"https://alion.io/job/capsule-customer-success-manager","title":"Customer Success Manager","company":{"id":2368655,"name":"Capsule","domain":"capsule.video","url":"https://alion.io/company/capsule-video","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":95,"open_postings":9,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":459,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":100000,"max":null,"currency":"USD","period":"year","gross":null,"usd_annual":100000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Figma","optional":false},{"name":"Replit","optional":false},{"name":"Slack","optional":false},{"name":"Webflow","optional":false}],"status":"live","first_seen_at":"2026-06-29T19:31:55Z","employer_posted_date":"2026-06-29","last_verified_at":"2026-11-04T03:15:15Z","board_verified":true,"closed_at":null,"days_open":127,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":127},"description":"Customer Success Manager\nCapsule is building the world’s most intuitive AI-powered video editing tool, designed for modern teams. We help brand-driven software companies scale video production across their entire org, without scaling their creative team headcount.\nWe’re a Series A startup led by two serial founders who have built and scaled creative platforms used by hundreds of millions of people. We’re backed by top-tier investors behind Webflow, Figma, Slack, and Replit.\nOur customers are companies that take their brand seriously. Your job is to make sure they stay, grow, and never have a reason to look elsewhere.\nThe Role\nYou'll own a high-touch book of mid-market and enterprise accounts with a clear mandate: onboard them, retain them, grow them, and make sure they're getting real value from Capsule every day.\nThis is a commercial and consultative CS role. You’ll have expansion and upsell targets and you're the kind of CSM who sees that as a good thing, because the best expansion conversations happen naturally when customers are genuinely successful.\nYou'll identify where accounts can go deeper with Capsule, partner with Sales to bring those opportunities to close, and run EBRs that make executives eager to expand their relationship with us as we drive value by continuously pushing the envelope on what is possible with video.\nSince self-serve video creation is still fairly new, your role will include change management and strategic planning with stakeholders to help turn non-video creators into weekly video creators.\nWhat You'll Do\nCultivate Strong, Consultative Relationships\nOwn and facilitate the onboarding and training of new customer accounts with a focus on demonstrating value early and often.\n\nOwn net revenue retention across your customer base - monitor health signals, catch risk early, and intervene before a quiet account becomes a churn risk\n\nMaintain active and consultative relationships across all accounts; we want to support immediate goals but also understand their (often shifting) longer term vision\n\nBuild multi-threaded relationships so you're never one champion departure away from a renewal problem\n\nConduct EBRs and strategic planning sessions in order to cultivate relationships and highlight value for VP/C-Suite level stakeholder\n\nGrow the book\nCarry an expansion and upsell quota; identify opportunities within your accounts and drive them to close in partnership with Sales\n\nMap white space - teams, use cases, and workflows within your accounts that aren't yet using Capsule but should be\n\nFrame expansion conversations around customer outcomes and organizational goals/priorities\n\nPartner internally on renewals and risk\nForecast renewals accurately and flag risk early\n\nWork closely with Sales on renewal strategy and expansion pipeline so handoffs are clean and nothing falls between the cracks\n\nBring customer intelligence back to Product and GTM, in order to inform road map, advocate for customer needs, and refine the ICP\n\nGrow CS Team Impact\nAs a member of a small team, you’ll take on side projects that help us scale.\n\nThese projects will include things like training videos, workflow documentation, webinar production, engagement activations, AI workflow automations\n\nWhat We’re Looking For\n3-7+ years in enterprise CS, Account Management, or post-sales SaaS\n\nDemonstrated success driving user adoption and influencing new workflows across teams\n\nDemonstrated track record of hitting NRR and/or expansion targets - you've owned a number and hit it\n\nStrong experience partnering with sales on expansion planning and execution\n\nEager to get in the weeds and comfortable with building the plane as we fly at an ever increasing speed\n\nSkills\nCommercially sharp: you can identify expansion opportunities, co-build the business case, and carry them to close alongside Sales\n\nData-fluent: you use product usage signals, engagement trends, and business metrics to drive your account strategy and your customer conversations\n\nOrganized at scale: you have a real system for staying close to your customer base\n\nPatience and love for training: there is no implementation team, we own the customer from their first post sale interaction and conduct all training (interactive, small group sessions)\n\nMindset\nYou're motivated by the commercial side of CS, not intimidated by it\n\nYou think in account plans knowing where each customer is, where they could go, and what it'll take to get them there\n\nYou care about your customers' creative work and understand why brand and video quality matter to them; that's what makes your expansion conversations feel like partnership, not sales\n\nCompensation and Benefits\nSalary range: $100-$120k Base + Variable + Equity\n\nComprehensive benefits: medical, dental, vision, and life insurance.\n\nRemote-first culture\n\nA CS org that's still building, meaning your instincts and experience about what good looks like will actually shape how we do things","description_format":"text","description_chars":4946,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Life insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["LLM & Generative AI"],"lifecycle":[{"event":"open","at":"2026-09-06T04:34:19Z"},{"event":"close","at":"2026-10-11T22:45:02Z"},{"event":"reopen","at":"2026-10-13T10:46:11Z"}],"visa":[],"liveness":{"score":69,"band":"ok","label":"Likely open","p_open":1,"p_active":0.86,"p_room":0.8,"age_days":126,"expected_fill_days":459,"reasons":["conf:2","win:early","crowd:"],"computed_at":"2026-11-03T05:54:40Z"},"pay":{"stated_usd_annual":100000,"is_top_pay":true},"html_url":"https://alion.io/job/capsule-customer-success-manager","json_url":"https://alion.io/job/capsule-customer-success-manager.json","meta":{"generated_at":"2026-11-04T06:08:05Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9527,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2368655},"rest":"https://alion.io/mcp/rest/get_company?id=2368655"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcapsule-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcapsule-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcapsule-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/capsule-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcapsule-customer-success-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":423927}},{"tool":"search_jobs","arguments":{"company":"capsule.video","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":423927},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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