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Customer Success Representative at Runware. Customer Success Representative (Mid–Senior). Role Summary. We’re looking for a . Customer Success Representative. to own post-sales relationships with developers and product teams using Runware’s AI inference platform.. This role sits at the intersection of . technical understanding, customer support, and commercial awareness. . Your goal is to ensure customers onboard smoothly, scale successfully, and remain long-term partners.. You’ll work closely with customers, product, and engineering, acting as a clear and reliable point of contact in both day-to-day usage and more complex situations.. What You’ll Do. Customer Ownership & Adoption. Own a portfolio of customers after onboarding and act as their main point of contact . Guide customers through technical adoption, usage patterns, and scaling . Help customers understand and adopt new models, features, and releases . Maintain clear communication across Slack, email, and calls with technical and non-technical stakeholders . Support, Incidents & Coordination. Monitor usage, performance, and health signals . Help troubleshoot issues, coordinate with engineering, and manage incidents calmly and clearly . Ensure issues are communicated transparently and followed through to resolution . Customer Feedback & Internal Alignment. Collect and share customer feedback with product and engineering teams . Translate customer needs into actionable insights for internal teams . Act as a point of coordination between customers and internal stakeholders . Commercial Support. Support conversations around pricing, usage, renewals, and expansions . Help customers understand how usage and pricing models work. What We’re Looking For. Core Requirements. Experience in . Customer Success, Technical Account Management, Solutions Engineering. , or similar roles. (technical vendor management can also be relevant) . Comfortable working with . developers, product teams, APIs, and technical products. . Strong ability to . explain complex technical concepts clearly and simply. . Commercial awareness: understands . usage-based pricing, incentives, renewals, and expansions. . Able to operate calmly and clearly during . incidents or high-pressure situations. . Comfortable learning new tools and internal systems quickly . Experience managing . multiple customer accounts or threads in parallel. . Mindset & Way of Working. Strong . ownership mindset. : identifies problems, proposes solutions, and drives them to completion . Proactive rather than reactive in day-to-day work . Structured thinker, able to synthesize customer input into clear actions . Comfortable working in environments where not everything is fully defined . Customer-focused, with the ability to balance empathy and realistic commitments . Clear and concise communicator in a . Slack-first, async environment. . Technical Environment (Exposure-Level). Candidates don’t need prior experience with all of these, but should be comfortable in similar environments:. Customer communication:. Slack (primary), email, GoogleMeet/Teams. Support / ticketing:. Zendesk, Intercom, Jira, Linear, GitHub Issues, or similar. Monitoring & debugging:. logs, metrics, dashboards (Datadog, Grafana, internal tools). Docs & knowledge bases:. Notion, Confluence, GitHub docs, or similar. APIs & dev tooling:. Postman, basic API debugging, reading JSON responses, HTTP error codes. Nice to Have. Familiarity with . AI / ML concepts. (models, inference, latency, usage-based pricing) . Experience with . AI platforms, cloud infrastructure, or developer tools. . Previous exposure to . usage-based or consumption-based business models. . Startup or scale-up experience . Basic API tooling exposure (Postman, reading JSON responses, error codes). Company Location: Canada.