Scenario
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Nº 04/Customer Success

Customer Success Manager

Team
Customer Success
Type
Full-time
Location
Remote, Europe
Reports to
Head of Customer Success

The day-to-day owner of a portfolio of enterprise and strategic mid-market accounts once the contract is signed. You run onboarding, drive adoption deep into each studio's production pipeline, and turn healthy usage into renewals, expansion and reference stories. A product expert first: you know Scenario well enough to train a custom model live with a customer's art lead and to design the workflow that fits their pipeline. You report to the Head of Customer Success and work alongside the Creative Technologist and the Knowledge Architect, in a team being built out right now.

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01 Mission

  • Own onboarding and time-to-value for every account in your portfolio: a clear success plan in the first 30 days, a first production use case live within the first quarter.
  • Drive adoption week after week: usage reviews, workflow design sessions and custom model training with the artists and technical leads who use Scenario daily.
  • Run renewals and expansion in your portfolio as value-led outcomes, with account health tracked early enough that no renewal is ever a surprise.
  • Be the voice of the customer inside Scenario: structured feedback, feature requests and churn signals routed to product and engineering every week.
  • Help build the customer success playbook with the Head of Customer Success: onboarding templates, health scoring, review formats and the dashboards that let the team scale.

02 Scope of ownership

Owns
  • The post-sale relationship for the accounts in your portfolio
  • Onboarding, success plans and adoption for those accounts
  • Renewals and expansion in your portfolio, with the Head of Customer Success on custom plans
  • Customer feedback and churn signals for your accounts, structured and routed to product
Does not own
  • Technical support and QA (Support team), though you stay close to every open ticket in your portfolio
  • CRM and billing infrastructure (Revenue Operations)
  • New logos and commercial close (Sales)
  • Canonical documentation and creative examples (Knowledge Architect and Creative Technologist): you use them and feed them with customer needs

03 What we look for

  • 2+ years in customer success or account management at a creative or technical B2B software company, with a portfolio of enterprise accounts you can describe in detail.
  • A track record of expansion: you have grown accounts through upsells and can explain how, with numbers.
  • Deeply AI-native: a daily user of creative AI tools such as Scenario, Midjourney or Runway, who also builds small automations for their own workflow. You'll have the chance to demonstrate this live in the interview.
  • Fluent English, Europe-based, and calm under pressure when several accounts need you at once. A second language such as Spanish, Portuguese, French or German is a plus.

04 Disqualifiers

  • A check-in cadence and a generic quarterly-review deck as the main tools for managing accounts.
  • Relationships without technical depth: cannot open the product and show a customer how to solve their problem.
  • Waits for tickets and escalations rather than spotting risk and opportunity in the usage data first.
  • Cannot name specific product details of the last tool they supported.

05 How we hire2-3 weeks

  1. 01
    Head of Customer Success conversation
    45 min
  2. 02
    Product session
    60 min
  3. 03
    Founder conversation
    30 min
  4. 04
    References
    Parallel