Customer Success Manager

OpusClip is the world's No.1 AI video agent, built for authenticity on social media. They are seeking a commercially minded Customer Success Manager to manage customer relationships, renewals, and growth for a portfolio of leading media and technology organizations.

Responsibilities:

• 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 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
• 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

Requirements:

• 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
• 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