At a Glance
- Tasks: Own customer relationships and guide them through technical adoption of our AI platform.
- Company: Join Runware, a leading developer platform for AI inference with a collaborative culture.
- Benefits: Enjoy remote work, flexible hours, generous paid time off, and meaningful stock options.
- Other info: Be part of a dynamic team with opportunities for growth and exciting company retreats.
- Why this job: Make a real impact by helping developers succeed with cutting-edge AI technology.
- Qualifications: Experience in Customer Success or similar roles, with a solid understanding of AI/ML concepts.
The predicted salary is between 45000 - 55000 £ per year.
Runware is the unified developer platform for AI inference — one API for all AI. We are building infrastructure that runs AI faster, more cost-effectively, and with higher redundancy. Companies like Higgsfield, OpenArt, Freepik, and Nightcafe use Runware to power generative AI workflows in their products. Through a single API, without needing to manage the underlying infrastructure and model complexity themselves. Today, Runware aggregates hundreds of AI model classes and hundreds of thousands of model variants behind one consistent schema and endpoint. Next, we aim to make every AI model available to every developer through a unified API.
Building a platform that abstracts all of that, and serves >300 million end-users across >200,000 developers, requires solving the industry's hardest problems across ML systems, infrastructure, API design, and developer experience simultaneously.
Role Summary
We’re looking for a Senior 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
Requirements
- Core Requirements
- Experience in Customer Success, Technical Account Management, Solutions Engineering, or similar roles (technical vendor management can also be relevant)
- 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
- 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)
- 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
- Startup or scale-up experience
- Basic API tooling exposure (Postman, reading JSON responses, error codes)
Benefits
- We’re a remote-first collective, meeting in person twice a year to plan, brainstorm, celebrate wins, and enjoy some face-to-face time.
- We have core hours for cooperative working and calls, but outside of that your calendar is yours. Work the hours that let you perform at your peak while also building a healthy life.
- Our release cycles are fast and intense, but they’re followed by real downtime. After big pushes we expect the team to unplug, recharge, and come back ready & stronger than ever for the next leap.
- Generous paid time off– vacation, sick days, public holidays
- Meaningful stock options– share in the upside you create
- Remote-first setup– work from home anywhere we can employ you
- Flexible hours– own your schedule outside core collaboration blocks
- Family leave– paid maternity, paternity, and caregiver time
- Company retreats– twice-yearly gatherings in inspiring locations
Customer Success Representative employer: Socket.dev
Multiverse is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the heart of Edinburgh. With a commitment to employee growth through comprehensive upskilling opportunities and a robust benefits package, including generous holiday allowances and health support, Multiverse empowers its team to thrive in the rapidly evolving AI landscape. Join us to be part of a mission-driven company that values diversity and inclusion while shaping the future of education and workforce development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Representative
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Socket.dev. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Socket.dev before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Representative
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Socket.dev:Your cover letter is your chance to shine! Tell us why you want to work at Socket.dev specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Socket.dev!
How to prepare for a job interview at Socket.dev
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
