Capsule
Customer Success Manager
Remote. The employer does not say where candidates may be based.
Location not stated
Employer listed it 3 months ago · Added yesterday
Been open since 3 months ago. Long-running listings are sometimes left up after the role is filled.
Salary
Not stated
Location
Location not stated
Timezone
Not stated
Contract
Full-time
Experience
Mid
Category
Customer Support
This employer didn't state pay. Jobs like this usually pay around $90k–$145k a year, a typical range taken from 290 mid-level customer support roles on Nomaders that do state pay. It's a guide, not an offer.
Remote flexibility
Undisclosed
The listing is advertised as remote but does not state which countries or regions candidates may work from.
Why this role is Undisclosed
We only label a role Work from anywhere, Region restricted or Work from home when the employer's own wording says so. We checked this advert under our current rules and found no country or region eligibility requirement in it. We don't guess, so it stays Undisclosed until the employer publishes enough location information. Here is exactly what the advert left out.
- Countries you can work from: Not stated. The advert only gives "remote", which names no country you must live in.
- Whether the work is remote: Never mentioned. The role reached us through a remote job board, but the advert itself doesn't say the work is remote.
- Working hours: Not stated. No timezone overlap or set hours are mentioned, so assume nothing either way.
Worth a look all the same. Missing wording is usually a rushed job posting rather than a closed door, so ask where you can be based in your first message, before you write a tailored application.
What the employer says
- Source listing states candidate location: "remote"
What Nomaders makes of it
- No residency or region requirement found in the job description
- Check with the employer before assuming you can work from abroad
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
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.
The Role
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.
What You'll Do
Cultivate Strong, Consultative Relationships
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
Maintain active and consultative relationships across all accounts; we want to support immediate goals but also understand their (often shifting) longer term vision
Build multi-threaded relationships so you're never one champion departure away from a renewal problem
Conduct EBRs and strategic planning sessions in order to cultivate relationships and highlight value for VP/C-Suite level stakeholder
Grow the book
Carry an expansion and upsell quota; identify opportunities within your accounts and drive them to close in partnership with Sales
Map white space — teams, use cases, and workflows within your accounts that aren't yet using Capsule but should be
Frame expansion conversations around customer outcomes and organizational goals/priorities
Partner internally on renewals and risk
Forecast renewals accurately and flag risk early
Work closely with Sales on renewal strategy and expansion pipeline so handoffs are clean and nothing falls between the cracks
Bring customer intelligence back to Product and GTM, in order to inform road map, advocate for customer needs, and refine the ICP
Requirements
- ·Commercially sharp: you can identify expansion opportunities, co-build the business case, and carry them to close alongside Sales
- ·Data-fluent: you use product usage signals, engagement trends, and business metrics to drive your account strategy and your customer conversations
- ·Organized at scale: you have a real system for staying close to your customer base
- ·Patience and love for training: there is no implementation team, we own the customer from their first post sale interaction and conduct all training (interactive, small group sessions)
- ·You're motivated by the commercial side of CS, not intimidated by it
Benefits
- ·Salary range: $100-$120k Base + Variable + Equity
- ·Comprehensive benefits: medical, dental, vision, and life insurance.
- ·Remote-first culture
- ·A CS org that's still building, meaning your instincts and experience about what good looks like will actually shape how we do things
How to apply
- 1Check the flexibility label above, undisclosed, matches where you plan to live and work.
- 2Tailor your CV to the role at Capsule, mentioning your remote working experience.
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 1d ago. Last checked 23 Sept. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
Similar roles
Other open customer support roles with comparable remote rules.
Free to apply, no account needed.
Typically $90k to $145k per year · You'll be taken to the employer's careers page.