Customer Success Manager

What You'll Do

Own Customer Outcomes and Relationships

• Manage a portfolio representing approximately $2 million in ARR across business and enterprise customers.
• Lead customer onboarding and help teams reach value quickly.
• Build trusted relationships with day-to-day users, champions, and executive stakeholders.
• Develop success plans and run proactive check-ins, business reviews, and on-site meetings for strategic accounts.
• Understand each customer's content workflow, goals, and constraints, then advise them on how to get more value from OpusClip.
• Monitor product usage, engagement, and stakeholder sentiment to identify risk early and create a clear recovery plan.
• Represent the voice of the customer to our product, sales, and technical teams.

Own Renewals and Organic Growth

• Own the renewal pipeline for your book of business from early planning through signature.
• Maintain accurate CRM records, forecasts, next steps, and risk assessments—no last-minute surprises.
• Lead renewal conversations and negotiate commercial terms within your scope.
• Identify and close natural expansions, such as additional seats or usage within an existing team.
• Bring Account Executives into larger or more complex opportunities involving a new team, buyer, or enterprise-wide sale.
• Balance customer advocacy with sound commercial judgment and long-term retention.

Operate Like an Owner

• Prioritize effectively across onboarding, strategic accounts, renewals, and at-risk customers.
• Diagnose problems independently and bring proposed solutions, not just escalations.
• Create lightweight, repeatable processes where they help, without waiting for perfect systems or extensive support.
• Collaborate closely with Sales on handoffs, expansion opportunities, and account strategy.
• Partner with technical specialists when customers need help with APIs, livestreaming, or advanced workflows.
• Share patterns and learnings that improve the customer experience and the broader B2B business.

What We're Looking For

Required

• 4+ years of experience in SaaS customer success, account management, or another role combining strategic relationship management with commercial ownership.
• Experience in media, video, content creation, or a closely related technology category.
• A track record of owning renewals, retention, and expansion outcomes, not just adoption or support metrics.
• Strong commercial instincts and confidence negotiating with customers.
• Executive presence and the ability to communicate clearly with both end users and senior stakeholders.
• Experience working successfully at an early-stage or rapidly changing company with limited structure and resources.
• Excellent organization and pipeline discipline across a meaningful book of business.
• Ability to interpret product usage and customer signals, identify the underlying problem, and act proactively.
• Comfort learning a technical product and collaborating with technical teams.
• Willingness to travel occasionally for customer meetings.

Especially Valuable

• Experience with an AI, video editing, content creation, livestreaming, or social media product.
• Familiarity with modern video, creative, livestreaming, or social media workflows.
• Experience serving media companies, marketing teams, or other high-value enterprise customers.
• A background that includes both customer success and sales or account management.
• Experience as an early or sole CSM who helped establish a customer success motion.

Why Join OpusClip

• Help shape the customer success motion for a category-leading AI product.
• Work directly with leading media, technology, and content organizations.
• Own meaningful customer and revenue outcomes on a small, high-impact team.
• Grow your career at the intersection of AI, video, and the future of content creation.
• Receive competitive compensation, performance-based incentives, and comprehensive medical, dental, and vision benefits.