🫶 Technical Customer Experience Manager



IT, Customer Service
United States · Canada · Mexico
Posted on Thursday, May 16, 2024

What is Runway?

Runway’s mission is to make business accessible and understandable to everyone.

We believe making business accessible and understandable to everyone helps people make better decisions, helps teams get better aligned, and helps everyone understand the impact of their work.

That’s why we’re building Runway, a next-generation business planning platform that replaces the spreadsheets used to run businesses with a modern, intuitive product. Runway empowers everyone in the company to understand how the business works and enables folks to make better decisions together.

Already, companies like AngelList, Superhuman, Stability.AI, Lob, Grain, SandboxVR and many more, large and small, choose Runway to run their businesses, and more companies are joining them every day.

We’re supported by a select group of investors that we admire, including Garry Tan (YC & Initialized), a16z, Elad Gil, Naval Ravikant, Dylan Field (founder of Figma), Eric Ries, Claire Hughes Johnson (COO of Stripe), Henry Ward (founder of Carta), Akshay Kothari (COO of Notion), Eric Ries, Eugene Wei, Lenny Rachitsky, Nikita Bier, Scott Belsky, Soleio Cuervo, Balajis, and many others.

What's it like to work at Runway?

We're remote-first, so you can work from anywhere in North America. We strive to be clear in our communication and over-communicate by default.

It’s early in our journey, so you'll have an opportunity to shape not just our product, but the company itself: how we work together, what makes us stand out, and who we hire.

What are our values?

  • 💩 Give a Shit: Giving a shit can’t be taught. It’s an inner drive that compels you to do what’s right and do it well. Have passion, take pride, and care deeply about your impact.

  • 💡 Create Clarity: Cut through ambiguity and reveal the truth. Start with why, then answer how and what. Treat problems like puzzles, dig deeper, and find the right path.

  • 🤝 Build Trust: With trust, it’s safe to take risks. We get there by being open, honest, and accountable. Actively listen, speak your mind, and consistently show up.

  • Raise the Bar: Scrap the status quo and push yourself to create something that wows. Get others excited to do the same. Iterate, elevate, and don’t stop moving forward.

What will you be doing?

  • Upgrading customer’s financial stack by deploying Runway for automating actuals and elevating forecasting

  • Leading and documenting customer onboarding for streamlined adoption of the Runway platform

  • Empowering customers with product training and advice until they are self sufficient

  • Having outsized ownership in creating our customer onboarding and renewal plans

  • Working cross-functionally with product and sales to define, design and deliver our pre and post sales process

  • Partnering with sales for renewal and account expansions

You’ll love this role at Runway if you have:

  • passion for enabling and activating customers

  • strong communication and project management, so you can bring joy a meaningful book of customers

  • a learning mindset, with curiosity about our product, customers, and ways of working

  • humility, low ego, and clarity when sharing ideas, giving and receiving feedback, and making decisions

  • optimistic pragmatism by delivering great work that’s not compromised by the realities of a small team iterating on a big problem with little time

  • Empathy and understanding for customer needs and constraints

  • proactive team leadership and partnership with their sales, and product colleagues

  • experience with technical product onboarding is a strong plus

Bonus Points:

  • If you have experience with FP&A software


The base salary range for this full-time position is $160,000-$190,000 + generous early employee equity + benefits. The range displayed in this job posting reflects the minimum and maximum target for new hire salary for this position. Within the range, individual pay is determined by various factors, including job-related skills (as uncovered during the interview process), experience, and relevant education or training. Please note that the compensation details listed in this posting reflect the base salary only, and do not include equity, benefits, or potential performance related bonuses.