[Hiring] Director of Customer Success @Rasa

Role Description

We’re looking for a Director of Customer Success 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 lead a world-class team of Customer Success Managers (CSMs) and partner deeply with our Engineering-led Customer Success Engineers (CSEs) and Forward Deployed Engineers (FDEs). You are the guardian of our Net Revenue Retention (NRR) and the primary driver of the "Rasa Customer Experience."

The role reports directly to our Chief Revenue Officer. Full-time - 100% remote - Location: USA, East Coast. This is a remote position, but we cannot hire anybody outside of the USA for this position. Rasa cannot assist with work authorization (visa sponsorship) for this position.

Qualifications

• 8–10+ years in Customer Success leadership, specifically within complex, developer-centric SaaS or AI platforms (e.g., Databricks, Snowflake, Amplitude, or similar).
• Proven track record of managing both CSMs and high-touch Technical Account Managers (TAMs) or CSEs.
• Experience in building and scaling CS teams from $10M to $50M+ ARR in a high-growth environment.
• Strong background in NRR, churn analysis, and renewal negotiation.
• Comfortable discussing AI architecture, LLMs, and API integrations with CTOs and Lead Developers.

Requirements

• Strategic Leadership & Team Scaling
• Build & Scale: Recruit, mentor, and lead a high-performing team of CSMs across the globe fostering a culture of "Outcome-Obsessed" success.
• Unified Front: Partnering with the Head of CSE & Head of FDE to bridge the gap between "Technical Success" (CSE/FDE ownership) and "Business Success" (CSM ownership).
• Operational Excellence: Design and execute a scalable onboarding motion that drives new customer cohorts toward rapid production deployment and measurable business impact.
• Value Realization & Revenue Protection
• NRR Ownership: Direct accountability for protecting and growing our Enterprise ARR.
• The "Success Gate": Implement and enforce a rigorous "Success Criteria" mandate.
• Executive Alignment: Personally engage with Director and C-level stakeholders at our top-tier accounts.
• The Operating Motion
• Sales-to-CS Handover: Optimize the "Internal Knowledge Transfer" (IKT) process.
• 90-Day ROI Focus: Drive the team to achieve Time to First Value (TTFV) milestones.
• Technical Risk Governance: Partner with CSEs to manage the "Technical Red Flag" system.
• Renewal Rhythm & Automation: Define a standardized renewal motion with fixed cadence.

Benefits

• Flexible hours and a dedicated remote budget.
• A stipend for professional development & 6 paid education days.
• 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.