Customer Success Representative

Role Overview

Customer Success Representative (Mid–Senior)Role SummaryWe’re looking for a Customer Success Representative to own post-sales relationships with developers and product teams using Runware’s AI inference platform.

This role sits at the intersection of technical understanding, customer support, and commercial awareness. Your goal is to ensure customers onboard smoothly, scale successfully, and remain long-term partners.

You’ll work closely with customers, product, and engineering, acting as a clear and reliable point of contact in both day-to-day usage and more complex situations.

What You’ll DoCustomer Ownership & Adoption

• Own a portfolio of customers after onboarding and act as their main point of contact
• Guide customers through technical adoption, usage patterns, and scaling
• Help customers understand and adopt new models, features, and releases
• Maintain clear communication across Slack, email, and calls with technical and non-technical stakeholders

Support, Incidents & Coordination

• Monitor usage, performance, and health signals
• Help troubleshoot issues, coordinate with engineering, and manage incidents calmly and clearly
• Ensure issues are communicated transparently and followed through to resolution

Customer Feedback & Internal Alignment

• Collect and share customer feedback with product and engineering teams
• Translate customer needs into actionable insights for internal teams
• Act as a point of coordination between customers and internal stakeholders

Commercial Support

• Support conversations around pricing, usage, renewals, and expansions
• Help customers understand how usage and pricing models work

Requirements

What We’re Looking ForCore Requirements

• Experience in Customer Success, Technical Account Management, Solutions Engineering, or similar roles** (technical vendor management can also be relevant)
• Comfortable working with developers, product teams, APIs, and technical products
• Strong ability to explain complex technical concepts clearly and simply
• Commercial awareness: understands usage-based pricing, incentives, renewals, and expansions
• Able to operate calmly and clearly during incidents or high-pressure situations
• Comfortable learning new tools and internal systems quickly
• Experience managing multiple customer accounts or threads in parallel

Mindset & Way of Working

• Strong ownership mindset: identifies problems, proposes solutions, and drives them to completion
• Proactive rather than reactive in day-to-day work
• Structured thinker, able to synthesize customer input into clear actions
• Comfortable working in environments where not everything is fully defined
• Customer-focused, with the ability to balance empathy and realistic commitments
• Clear and concise communicator in a Slack-first, async environment

Technical Environment (Exposure-Level)Candidates don’t need prior experience with all of these, but should be comfortable in similar environments:

• Customer communication: Slack (primary), email, GoogleMeet/Teams
• Support / ticketing: Zendesk, Intercom, Jira, Linear, GitHub Issues, or similar
• Monitoring & debugging: logs, metrics, dashboards (Datadog, Grafana, internal tools)
• Docs & knowledge bases: Notion, Confluence, GitHub docs, or similar
• APIs & dev tooling: Postman, basic API debugging, reading JSON responses, HTTP error codes

Nice to Have

• Familiarity with AI / ML concepts (models, inference, latency, usage-based pricing)
• Experience with AI platforms, cloud infrastructure, or developer tools
• Previous exposure to usage-based or consumption-based business models
• Startup or scale-up experience
• Basic API tooling exposure (Postman, reading JSON responses, error codes)

Tech Stack

• Cloud
• Grafana

Benefits

We’re a remote-first collective, meeting in person twice a year to plan, brainstorm, celebrate wins, and enjoy some face-to-face time. We have core hours for cooperative working and calls, but outside of that your calendar is yours. Work the hours that let you perform at your peak while also building a healthy life.

Our release cycles are fast and intense, but they’re followed by real downtime. After big pushes we expect the team to unplug, recharge, and come back ready & stronger than ever for the next leap.

• Generous paid time off – vacation, sick days, public holidays
• Meaningful stock options – share in the upside you create
• Remote-first setup – work from home anywhere we can employ you
• Flexible hours – own your schedule outside core collaboration blocks
• Family leave – paid maternity, paternity, and caregiver time
• Company retreats – twice-yearly gatherings in inspiring locations