Customer Success Manager

Job description

🎨 OpusClip https://www.opus.pro is the world's No.1 AI video agent, built for authenticity on social media. We envision a world where everyone can authentically share their story through video, with no expertise needed. Within just 18 months of our launch, over 10 million creators and businesses have used OpusClip to enhance their social presence. We have raised $50 million in total funding and are fortunate to have some of the most supportive investors, including SoftBank Vision Fund, DCM Ventures, Millennium New Horizons, Fellows Fund, AI Grant, Jason Lemkin (SaaStr), Samsung Next, GTMfund, Alumni Ventures, and many more. Check out our latest coverage by Business Insider https://www.businessinsider.com/opusclip-softbank-vision-fund-2-funding-valuation-2025-3 featuring our product and funding milestones, and our recognition as one of The Information's 50 Most Promising Startups in 2024. https://www.linkedin.com/posts/yzopus_opusclip-has-been-recognized-by-the-information-activity-7255358200395243520-zhOz/?utm_medium=member_desktop&utm_source=share Headquartered in Mountain View, we are a team of 100 passionate and experienced AI enthusiasts and video experts, driven by our core values: - Be a Champion Team - Prioritize Ruthlessly - Ship fast, Quality Follows - Obsess over customers Be a part of this exciting journey with us! ABOUT THE ROLE We are looking for a commercially minded Customer Success Manager to own the outcomes, relationships, renewals, and organic growth of a portfolio that includes some of the world's leading media, technology, and content organizations, such as Diary of A CEO, The NFL, Audacy, and more. This is a hands-on generalist role on a small, fast-moving team. You will onboard customers, become a strategic advisor to senior stakeholders, diagnose adoption risks, maintain a disciplined renewal pipeline, negotiate renewals, and identify natural opportunities for customers to expand their use of OpusClip. The right person is energized by ambiguity, takes ownership without waiting for direction, and can build trusted customer relationships while still delivering commercial outcomes. 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. WHAT SUCCESS LOOKS LIKE In your first month, you will learn the product, understand your accounts, and begin owning customer conversations. Within your first quarter, you will independently manage onboarding, account strategy, renewal forecasting, and commercial conversations across your portfolio. Success in this role means customers adopt OpusClip, see measurable value, renew on time, and expand when there is a genuine fit. It also means the team has clear visibility into every account and can trust that risks are surfaced early. 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. EEO OpusClip is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristics. OpusClip considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Opus Clip is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.