[Hiring] Customer Success Lead @Raftelis

Role Description

Raftelis created Rafio, an AI agent built to make the people who serve utilities and local governments more capable, delivering intelligence they can trust and stand behind. The Customer Success Lead owns the post-sale relationship:

• Develop the client agreement once demo and interest have been established, converting engaged prospects into signed customers.
• Own onboarding end to end: take a newly signed customer from kickoff to confident, independent daily use.
• Serve as the primary liaison between the client and the platform team: quarterback requests, triage issues, and direct work to the right team members when a need falls outside your direct support.
• Deploy the platform inside the customer's real, often messy environment, rather than waiting for a clean hand-off.
• Scope, build, and troubleshoot integrations that connect Rafio to the customer's existing systems and data, since integrations are the critical driver of usage-based growth.
• Carry a net revenue retention and expansion target: drive growing usage across each account, identify expansion opportunities, and act on them.
• Earn and protect customer trust with a risk-averse, accountable buyer, ensuring the output is correct and defensible because trust is the foundation of the relationship.
• Build the repeatable systems a solo function needs to scale: self-service resources, documentation, onboarding playbooks, training, and tooling.
• Run customer enablement and education so users become proficient and self-sufficient, not dependent on support.
• Close the loop with product: translate what you see in real deployments into clear, prioritized feedback for the engineering team.
• Build and lead the customer success team as the customer base grows.
• Other duties assigned.

Qualifications

• Hands-on technical ability. You do not need to be a software engineer, but you do need to build. You can scope and wire an integration, work through an API, read documentation, and troubleshoot why a connection is not behaving, without waiting for someone else to do the technical part.
• Change management understanding. You have stood up software inside someone else's environment before, where the data was messy and the process undefined, and you made it work.
• The ability to earn trust with a careful buyer. You have worked with risk-averse, accountable customers, in government, education, healthcare, finance, or another high-trust, regulated setting.
• An owner's mindset about retention and growth. You think in terms of durable, growing usage and expansion, not just keeping accounts from leaving.
• A process and scaling mentality. Before you scale yourself with headcount, you scale yourself with systems: documentation, self-service, repeatable playbooks, and better tooling.
• A product sensibility. You notice where a new user gets lost and you care about the first-run experience.
• A teacher's patience. You can take a non-technical user from confused to confident.
• Alignment with our mission. We serve organizations that exist to serve their communities.

Requirements

• We are open to candidates from a wide range of industries and backgrounds. Prior work with software, technical customer success, or solutions/deployment engineering is ideal, and public-sector experience is a welcome bonus.
• What matters most is how you think: technically capable, trustworthy with a careful buyer, and genuinely accountable for whether customers succeed and grow.

Benefits

• 100% Company paid medical (50% paid dependent medical) and dental benefits
• Health Savings Account
• Medical and Dependent Care Flexible Spending Accounts
• Vision Insurance
• Company paid Life and Disability Insurance
• Employee Assistance Program
• Discretionary paid time off program
• Education Reimbursement Program
• 401(k) with company contributions
• Long-Term care benefits
• Pet insurance
• Base compensation is competitive and depends on experience and location; variable compensation is tied directly to net revenue retention and usage expansion.
• This position is bonus eligible.
• This is a remote-friendly role.