Customer Success Manager

OpusClip•, CA

15d•$100,000 - $140,000•Hybrid

About The Position

OpusClip is seeking a commercially minded Customer Success Manager to manage relationships, renewals, and organic growth for a portfolio of leading media, technology, and content organizations. This is a hands-on role on a small, fast-moving team where you will onboard customers, act as a strategic advisor to senior stakeholders, identify adoption risks, manage renewals, and drive expansion opportunities. The ideal candidate is comfortable with ambiguity, takes initiative, and can balance building trusted customer relationships with achieving commercial outcomes.

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.

Nice To Haves

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.

Responsibilities

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.