Customer Success Manager

Capsule 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.

We’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.

Our 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.

You'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.

This 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.

You'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.

Since 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.

Own and facilitate the onboarding and training of new customer accounts with a focus on demonstrating value early and often.

Own net revenue retention across your customer base - monitor health signals, catch risk early, and intervene before a quiet account becomes a churn risk