Customer Success Manager

ABOUT THIS ROLE
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. We are hiring a Customer Success Manager to support our company’s growth by investing in our customers’ success, driving retention and expansion, and ensuring customers achieve long-term value. As a Customer Success Manager, you’ll make an impact on your team by:

Own 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).

Ensure customers onboard successfully and adopt Rasa effectively, working closely with stakeholders at all levels to unblock and enable.

Run kick-off calls, project meetings, QBRs, and renewals with professionalism and impact.

Identify expansion opportunities within your accounts, contributing to overall revenue growth.

Proactively address challenges, manage escalations, and maintain strong communications with customers.

Drive business value realization across the customer lifecycle and consistently surface that value back to customers through data, insights, and outcomes.

Maintain accurate account health and renewal forecasting to support broader retention planning.

ABOUT YOU
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.

You’ve worked with large customers in a SaaS/technology context.

Excellent interpersonal skill: You communicate clearly, operate in a structured manner, and you build lasting customer relationships.

Cross-functional partnerships: Proven ability to collaborate cross-functionally with internal and external stakeholders