Customer Success Representative

About Runware

Runware offers a unified developer platform for AI inference, consolidating hundreds of AI models into a single API to enable faster, cost-efficient, and reliable AI deployment. Leading companies like Higgsfield, OpenArt, Freepik, and Nightcafe rely on Runware to implement generative AI workflows without managing complex infrastructure and models, serving more than 300 million end-users through over 200,000 developers.

Role Summary

As a Senior Customer Success Representative, you will manage ongoing relationships with developers and product teams post-sales, ensuring smooth onboarding, successful scaling, and sustained partnerships. This position blends technical expertise, customer service, and business insight, acting as a primary contact for customers in daily use and complex scenarios.

Key Responsibilities

• Manage a portfolio of customers post-onboarding, serving as their main contact.
• Guide customers in technical adoption and scaling of the AI platform.
• Assist customers in leveraging new models, features, and updates.
• Maintain clear communication via Slack, email, and calls with varied stakeholders.
• Monitor system usage, performance, and health indicators.
• Coordinate troubleshooting and incident management with engineering teams promptly and transparently.
• Gather and relay customer feedback to product and engineering teams to inform improvements.
• Facilitate conversations related to pricing, renewal, and expansion, helping customers understand usage-based models.

Essential Requirements

• Professional background in Customer Success, Technical Account Management, or similar roles related to technical vendor management.
• Understanding of AI and machine learning concepts including models, inference, latency, and usage-based pricing.
• Experience with AI platforms, cloud infrastructure, or developer tooling.
• Familiarity with consumption-based business models.
• Aptitude for working alongside developer and product teams with strong technical communication skills.
• Commercial acumen and ability to clarify pricing, incentives, and renewal processes.
• Capacity to remain composed during incidents and high-pressure situations.
• Proactive and structured problem-solving approach, managing multiple customer accounts concurrently.

Preferred Qualifications & Work Environment

• Experience within startup or scaling companies.
• Exposure to API tooling such as Postman and basic API debugging techniques.
• Comfortable working with communication and support tools like Slack, email, Zendesk, Intercom, Jira, and others.
• Familiarity with monitoring dashboards and documentation platforms such as Datadog, Grafana, Notion, and Confluence.

Work Culture and Benefits

Runware embraces a remote-first culture with biannual in-person team gatherings for strategic and social events. Employees enjoy flexible working hours, enabling personal productivity and a balanced lifestyle, with core hours designated for collaboration.

• Generous paid leave including vacations, sick days, and public holidays.
• Meaningful equity stake through stock options.
• Remote work flexibility eligible wherever employment is possible.
• Paid family leave covering maternity, paternity, and caregiving responsibilities.
• Biannual company retreats to engaging destinations.