Customer Success Lead

Runway is building a first-of-its-kind platform for teams to track, automate, and collaborate on their mobile app releases. The platform is already used by industry-leading mobile teams to ship some of your favorite apps for food delivery, fitness, finance, and more!

About Us

We’re a small but mighty team of ex-mobile engineers building tools for mobile teams – and there’s a lot to do! Everyone on the team works hard, learns something new every day, and gets things done. We have a strong culture of transparency and collaboration, and you won’t be working away in a silo. You’ll be valued, respected, and your work will matter.

We’re a distributed team spread across multiple continents, with an NYC center of gravity.

About the role

This role will own the full post-sale lifecycle for Runway’s customers and play a central part in how teams adopt and scale their use of the platform. You’ll lead onboarding and activation, run ongoing account management and quarterly check-ins, and ensure customers are consistently getting value from Runway. You’ll be responsible for renewals, helping reduce churn risk, and maintaining strong relationships with mobile engineering teams, PMs, and release managers.

As the founding member of our Customer Success function, you’ll help define how we partner with customers, how we measure success, and what a best-in-class Runway experience looks like. There will be plenty of opportunities for cross-functional collaboration across the company, and your work will have a direct impact on Runway’s long-term growth.

This is an ideal role for someone who enjoys a mix of structured relationship management, hands-on activation work, and strategic thinking. Expansion opportunities may (and often do!) arise, but the focus of the role is adoption, value realization, and retention.

About you

You are excited by the idea of joining an early-stage startup where processes are still being shaped, and where you’ll have significant ownership and autonomy in building our customer experience.

You enjoy guiding customers through technical onboarding and solving problems alongside them, and you’re comfortable working with a technical audience. You’re familiar with modern software engineering practices at scale, and with the kinds of tools these teams use (source control, project management, CI/CD, etc.).

You have experience working in B2B SaaS with technical products or developer tools, and you can run onboarding, health checks, and renewals with confidence.

You are empathetic, curious, and genuinely interested in understanding our customers’ workflows, challenges, and goals. You can translate that context into guidance, recommendations, and product feedback.

You are organized, detail-oriented, and comfortable standing up and using modern CS tools and processes. You believe in documenting your work, tracking customer health, and having a data-driven view of account success.

You are hardworking, proactive, and a self-starter.

What you’ll do

• Lead onboarding and activation for new customers
• Serve as the main point of contact for ongoing account management
• Run regular check-ins and quarterly business reviews
• Monitor usage and proactively address risks to keep accounts healthy
• Own renewals in partnership with sales
• Identify ways customers can get more value from Runway
• Document and improve Customer Success processes and playbooks
• Collaborate with product, engineering, and sales to channel customer feedback and improve the overall customer experience