Technical Customer Experience Manager

About Runway

Runway is a collaborative business planning platform designed to make business intuitively understandable for everyone.

Our Mission: To make business accessible and understandable to everyone. We believe that teams that understand the “why” behind their work are more productive and make better decisions. True alignment and collaboration come from having a shared source of truth that everyone understands.

Our Approach: Runway replaces traditional spreadsheets with a modern planning platform that brings clarity and context to business operations for all teams — not just finance. Just as Figma made design accessible across the organization, Runway does the same for business planning.

Why It Matters: Understanding requires more than just access to numbers; real collaboration happens when teams see how their work fits into the bigger picture. By providing this context, Runway helps teams save time and move faster.

Our Customers: World-class companies like AngelList, Superhuman, Stability.AI, ConvertKit, Lambda Labs, Lob, and SandboxVR rely on Runway to run their businesses more efficiently.

Our Investors: We are 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), Eugene Wei, Lenny Rachitsky, Nikita Bier, Scott Belsky, Soleio Cuervo, Balaji Srinivasan, and many others.

Working at Runway

We're early, so you'll have an opportunity to shape not just our product, but the company itself: who we work with, and how we work together.

We strive to be clear in our communication and over-communicate by default.

We're remote-first, so you can work from anywhere in North America. However, we also believe in the value of face-time to solve really hard problems, so we:

• Meet together as a company every quarter in our San Francisco office.

• Open up offices in places with many teammates (we currently have offices in SF and NYC).

• Make it easy to fly out and meet together.

Below are the values we share as a team, so if you like these, you’ll enjoy working here.

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?

• Develop and maintain relationships with C-Suite and Financial Leaders as you act as the primary point of contact throughout a customer’s deployment and utilization of Runway

• Own full-cycle support for your book of 40+ customers, from onboarding to frontline support to account management, for streamlined adoption of the Runway platform

• Become a Runway expert and drive product adoption as you coach and partner strategically with your customers to drive their business outcomes

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

• Act as the Voice of the Customer to drive improvements and influence the product roadmap

• Elevate your skills and leverage your strengths as an early team member helping us to shape a world-class Customer Experience team

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

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⚠️ Note to Founders

At Runway, our commitment to our mission goes hand in hand with our dedication to cultivating the next generation of entrepreneurs. Around 10% of our team members have been founders themselves, and several early employees have successfully exited to start their own ventures - some backed by our founder Siqi Chen, who has invested in over 200 startups to date.

By stepping into this role, you’ll help shape and grow an array of customer businesses, gaining firsthand insights into diverse operational strategies, monetization models, and long-term vision planning. Paired with our open and transparent culture, Runway offers a uniquely supportive environment for those aspiring to launch their own company in the future.
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The base salary range for this full-time position is $150,000-$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 or benefits.