[Hiring] Customer Success Manager @Rasa

Role Description

We’re looking for a Customer Success Manager to join our Go-to-market team. Your main goal will be to establish strong, scalable customer relationships that drive adoption, retention, and expansion. You will be reporting to the Head of Customer Success.

Since we're a startup, we need someone who's ready to jump in, be hands-on, and do whatever it takes to help us achieve our goals. As a Customer Success Manager, you'll make an impact on your team by:

• Owning a book of business of Rasa's enterprise customers, acting as their primary point of contact throughout the post-sale lifecycle (including renewals and expansions).
• Ensuring customers onboard successfully and adopt Rasa effectively, working closely with stakeholders at all levels to unblock and enable.
• Running kick-off calls, project meetings, QBRs, and renewals with professionalism and impact.
• Identifying expansion opportunities within your accounts, contributing to overall revenue growth.
• Proactively addressing challenges, managing escalations, and maintaining strong communications with customers.
• Driving business value realization across the customer lifecycle and consistently surfacing that value back to customers through data, insights, and outcomes.
• Maintaining accurate account health and renewal forecasting to support broader retention planning.

Qualifications

• You’ve managed a book of business and know how to run QBRs, onboardings, and renewals.
• You have experience driving upsells and cross-sells, contributing to revenue growth.
• You’ve held a technical role in the past, or regularly worked in a customer-facing role with technical / IT stakeholders; you can handle technical conversations and know when/how to escalate.
• Ability to understand our product and the technology around it well enough to explain it credibly, run a short demo, and configure business logic yourself.
• You’ve worked with large customers in a SaaS/technology context.
• Excellent interpersonal skills: You communicate clearly, operate in a structured manner, and you build lasting customer relationships.
• Proven ability to collaborate cross-functionally with internal and external stakeholders.

Benefits

• Flexible hours and a dedicated remote budget.
• A stipend for professional development & 6 paid education days to help you grow within your role.
• Unlimited PTO + paid sick leave + paid public holidays.
• A MacBook, and other tech to help you do your job.
• Regular remote team events, as well as an annual company-wide offsite.
• Health benefits.
• 401(k) contribution with up to 4% match.
• Equity options.