Customer Success Manager

Role Overview

OpusClip is hiring a Customer Success Manager to own customer outcomes, relationships, renewals, and organic growth for a portfolio of media, technology, and content organizations.

This is a hands-on generalist role on a small, fast-moving team, combining strategic advisory with commercial execution.

What You’ll Do

Customer Outcomes and Relationships

• Manage a portfolio representing approximately $2M ARR across business and enterprise customers.
• Lead customer onboarding to help teams reach value quickly.
• Build trusted relationships with users, champions, and executive stakeholders.
• Create success plans and run proactive check-ins, business reviews, and (for strategic accounts) on-site meetings.
• Understand each customer’s content workflow, goals, and constraints; advise them on how to get more value from OpusClip.
• Monitor product usage, engagement, and stakeholder sentiment to identify adoption risks early and build recovery plans.
• Serve as the voice of the customer to product, sales, and technical teams.

Renewals and Organic Growth

• Own the renewal pipeline from early planning through signature.
• Maintain accurate CRM records, forecasts, next steps, and risk assessments.
• Lead renewal conversations and negotiate commercial terms within your scope.
• Identify and close natural expansions (e.g., additional seats or usage growth).
• Bring Account Executives into larger/complex opportunities (new team/buyer or enterprise-wide deals).
• Balance customer advocacy with commercial judgment for long-term retention.

Operate Like an Owner

• Prioritize effectively across onboarding, strategic accounts, renewals, and at-risk customers.
• Diagnose problems independently and propose solutions (not just escalate).
• Build lightweight, repeatable processes.
• Collaborate with Sales on handoffs and account strategy.
• Partner with technical specialists when customers need help (e.g., APIs, livestreaming, advanced workflows).
• Share learnings to improve customer experience and the B2B business.

What We’re Looking For

Required

• 4+ years of experience in SaaS customer success or account management, combining strategic relationship management with commercial outcomes.

Nice to Have

• The posting mentions working with APIs, livestreaming, and advanced workflows—experience supporting technical adoption would be a plus (not explicitly listed, but implied by responsibilities).