---
title: 'Customer Success Manager at Capsule'
canonical: 'https://feeny.ai/job/customer-success-manager-capsule-remote-f4j0r7h55ypf'
type: 'job'
last_seen: '2026-09-07'
---

# Customer Success Manager at Capsule

- **Company:** Capsule
- **Location:** Remote
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-06-29
- **Last confirmed live:** 2026-09-07
- **Apply:** https://jobs.ashbyhq.com/capsule/242b64d3-840d-4a9c-850b-cce7dd77acff

## Job description

## 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

Grow CS Team Impact

- As a member of a small team, you’ll take on side projects that help us scale.
- These projects will include things like training videos, workflow documentation, webinar production, engagement activations, AI workflow automations

## WHAT WE’RE LOOKING FOR

- 3-7+ years in enterprise CS, Account Management, or post-sales SaaS
- Demonstrated success driving user adoption and influencing new workflows across teams
- Demonstrated track record of hitting NRR and/or expansion targets — you've owned a number and hit it
- Strong experience partnering with sales on expansion planning and execution
- Eager to get in the weeds and comfortable with building the plane as we fly at an ever increasing speed

## Skills

- 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)

Mindset

- You're motivated by the commercial side of CS, not intimidated by it
- You think in account plans knowing where each customer is, where they could go, and what it'll take to get them there
- You care about your customers' creative work and understand why brand and video quality matter to them; that's what makes your expansion conversations feel like partnership, not sales

## COMPENSATION AND 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

## About Capsule

## Company Overview
- **One-liner**: Capsule is an AI-powered video editor for enterprise teams that converts After Effects motion files into easy-to-use templates, enabling anyone to create on-brand videos at scale.
- **Entity Type**: Private (Series A)
- **Headquarters**: Miami, Florida, United States (with offices in New York and Los Angeles)
- **Founded**: 2020
- **Founders**: Champ Bennett (Co-Founder & CEO) and Joseph Jorgensen (Co-Founder & CTO)

## Core Business
- Primary industry/industries: Enterprise video creation, AI-powered video editing, motion design
- Target customers: B2B, Enterprise and mid-market teams (marketing, sales, customer success, internal communications)
- Mission or purpose: Make branded video creation accessible to every team in an organization, without overburdening creative teams

## Products & Services
- **Capsule Platform**: A video editing SaaS that turns motion design systems into reusable, brand-governed components. Features include AI-assisted editing, real-time collaboration, template-based video generation, and automatic brand enforcement. Users can edit videos as simply as filling out a form or using PowerPoint. Integrates with After Effects.

## Market Standing
- **Valuation/Market Cap**: Not disclosed
- **Key Metric**: Annual Revenue: $6.0 million (LinkedIn data); Total Funding: $19.7 million across rounds (Pre-Seed $2M in 2021, Seed $5.7M in 2023, Series A $12M in 2025). Note: CB Insights reports total raised as $18.75M.
- **Notable Investors/Partners**: Innovation Endeavors (Series A lead), HubSpot Ventures, Swift.vc, Human Ventures, Bloomberg Beta, Array Ventures. Angel investors include Emery Wells (Frame.io), François Dufour (CMO, Augment / Twilio), Karim Atiyeh (Ramp), Gil Lara (Sprout Social), Robert Paige & Laura Jones (Instacart). Clients include HubSpot, Instacart, ServiceNow, Twilio, InVision.
- **Growth Signals**: 80% headcount growth year-over-year (now 33 employees); clients report 35x increase in video output; 28x more videos produced using Capsule; raised $12M Series A in May 2025.

## Competitive Advantages
- **Motion Design System**: Converts After Effects files into brand-governed templates – a proprietary approach that ensures consistency without requiring design skills.
- **Enterprise-Grade Support**: Every new customer gets a dedicated success manager for onboarding and continuous coaching, reducing the learning curve.
- **Brand Compliance Built-In**: AI and automation enforce brand guidelines automatically, eliminating the chaos of self-serve video tools.
- **Cost & Speed Impact**: Reduces video production time from weeks to hours and cuts production costs by up to 90%, freeing ~30% of creative team capacity.

## Strategic Focus
- Accelerating product development in real-time collaboration, AI-assisted workflows, and core design system management.
- Expanding the team across sales, marketing, product, and engineering to meet enterprise demand.
- Scaling the platform to handle more use cases across departments (sales, customer success, internal comms).

## Why Work Here
- **Culture**: "Building the future of video and communications tools" – emphasis on empowering non-creative teams and giving creative teams more time for high-impact work.
- **Work Policy**: Hybrid – employees work from physical offices (Miami, New York, Los Angeles) with flexibility; remote program available.
- **Perks**: Health insurance, dental, vision; 401(K) with matching; Flexible Spending Account (FSA); generous PTO; paid holidays; paid volunteer time; generous parental leave.
- **Engineering Culture**: Roles include AI Engineer, Frontend Engineer, Lead Product Designer; small, tight-knit team of ~33 with a 28% technical department.

## Sources
1. [capsule.video](http://capsule.video/)
2. [LinkedIn - Capsule](https://www.linkedin.com/company/capsule-video)
3. [CB Insights - Capsule](https://www.cbinsights.com/company/capsulevideo)
4. [Built In - Capsule (capsule.video)](https://builtin.com/company/capsule-capsulevideo)

## Other roles at Capsule

- [Strategic Accounts Director](https://feeny.ai/job/strategic-accounts-director-capsule-remote-fswfnx26dadj)
- [Head of Demand Generation](https://feeny.ai/job/head-of-demand-generation-capsule-remote-37sq4tqp4skb)
- [GTM Operations Analyst (Contractor)](https://feeny.ai/job/gtm-operations-analyst-contractor-capsule-remote-mwc7ndpnv0cx)
- [Frontend Engineer](https://feeny.ai/job/frontend-engineer-capsule-los-angeles-vr3f455n1p21) — Los Angeles, CA
- [Sales Development Representative](https://feeny.ai/job/sales-development-representative-capsule-remote-89aemp9ambwj)
- [Account Executive, Strategic Accounts](https://feeny.ai/job/account-executive-strategic-accounts-capsule-remote-9zwnh6qkrkcf)
- [AI Engineer](https://feeny.ai/job/ai-engineer-capsule-los-angeles-w9yg56c25kx0) — Los Angeles, CA
- [Lead Product Designer](https://feeny.ai/job/lead-product-designer-capsule-los-angeles-j3bb1cgnkw4f) — Los Angeles, CA
- [Customer Success Manager](https://feeny.ai/job/customer-success-manager-tractable-warsaw-ja97atjehjr3) — Warsaw, Poland
- [Customer Success Manager](https://feeny.ai/job/customer-success-manager-tractable-london-h94ds94x47z9) — London, United Kingdom