$100k - $150k/year FULL TIME Head Of Customer Success At Capsule

An exciting opportunity: Head Of Customer Success! We're looking for someone to start immediately in this Remote role. The role has a strong focus on Customer engagement. You can expect a salary of $100k - $150k per Year for this role.

We’re Capsule—a venture-backed startup building AI-powered video tools for enterprise teams. Led by two serial founders who have scaled creative platforms for hundreds of millions of users, we’re backed by top investors, including backers of Webflow, Figma, Slack, Flexport, OnDeck, Masterclass, and Replit.

Capsule is the first video editing tool designed exclusively for work, and we’re growing fast. Since leaving public beta, our platform has already helped hundreds of enterprises—including HubSpot, ServiceNow, and Instacart—create professional, on-brand videos at scale.

The Role

We’re looking for a Head of Customer Success to expand our existing efforts and shape the future of our CS function. We’re fortunate to already have a dedicated CSM who’s laid the groundwork for how we engage and delight our customers. With demand ramping up, we now need a proactive, customer-focused leader to build on this foundation—driving product adoption, retention, and customer satisfaction at scale. 

You’ll work closely with our founders, sales, and product teams to develop a scalable customer success strategy, define new success metrics, and ultimately lead a growing team. If you thrive in a fast-moving startup environment and are excited to help customers get maximum value from Capsule, we’d love to hear from you!

What You’ll Do

• Own the customer journey—from onboarding to expansion—ensuring a seamless and high-value experience.

• Develop and implement scalable processes to drive adoption, retention, and customer satisfaction.

• Act as the primary point of contact for key customers, understanding their needs and advocating for their success.

• Proactively identify churn risks and work cross-functionally to mitigate them.

• Provide training, best practices, and strategic guidance to help customers maximize Capsule’s impact.

• Gather customer feedback and partner with product teams to influence feature development and roadmap priorities.

• Create and manage customer success resources (e.g., help docs, FAQs, training materials).

• Work closely with sales to drive renewals and expansion opportunities.

• Lay the foundation for a high-impact customer success team as Capsule scales.

What We’re Looking For

• 7+ years of experience in Customer Success, Account Management, or a related role at a SaaS company.

• Proven ability to drive customer engagement, retention, and expansion.

• Strong relationship-building skills with a consultative, customer-first approach.

• Excellent communication and problem-solving abilities.

• Experience working cross-functionally with product, sales, and marketing teams.

• Entrepreneurial mindset—comfortable operating in a fast-moving, early-stage startup.

• Passion for AI and video technology is a plus!

Why Join Us?

• Competitive compensation including salary and equity.

• Comprehensive benefits—medical, dental, vision, and life insurance.

• Generous paid time off to recharge and stay inspired.

• Opportunity to build and shape the customer success function from the ground up.

• Work with a world-class team in a fast-growing, mission-driven company.

If you’re excited about creating an exceptional customer experience and shaping the future of AI-powered video editing, we’d love to hear from you!