Customer Success Manager

At Shotstack, we're building the video editing infrastructure for AI. We power video for 100,000+ businesses including Spotify, IKEA, and McDonald's, who render tens of millions of minutes of video each year. Our team is distributed and small; what unites us is thoughtful product and fast execution.

We're hiring our first Customer Success Manager. Your job is to help customers get value from Shotstack, stick around, and grow their usage over time.

You'll build scalable programmes that help thousands of customers succeed: identify where customers get stuck, create ways to help them move forward, measure the results, and continuously improve what works.

What you'll do

• Own activation, adoption, retention, and churn for our self-serve customer base.
• Build and run lifecycle programmes: onboarding, education, lifecycle emails, in-app guidance, and re-engagement.
• Use product usage data to spot healthy, at-risk, and dormant customers.
• Reduce time-to-value and increase product adoption.
• Create automated programmes that help customers succeed without constant human intervention.
• Turn customer feedback into actionable insight for Product.
• Source customer stories, testimonials, and references from successful customers.
• Measure results and continuously improve based on data.

What we're looking for

• You naturally look for ways to make things repeatable and scalable.
• You're comfortable working with data and using it to make decisions.
• You're an excellent writer and communicator.
• You can quickly learn technical products and explain them clearly to technical and non-technical audiences.
• You care about business outcomes, not just satisfaction scores.
• You're comfortable building structure where not everything is already defined.
• You're early in your career but learn quickly and take ownership.
• You're curious, low ego, and willing to challenge your own assumptions when the evidence says otherwise.

Working at Shotstack

We're a small, focused team that ships often and cares about the work. Here's what you can expect:

• Real ownership of the outcomes you're accountable for.
• Steep learning curve.
• Real product and customers, not theoretical.
• AI-native.
• Async by default.
• Driven, smart people who care about quality.