Customer Success Manager

This is a fully remote position, open to applicants in California.

📋 Description

• Manage a portfolio of Rasa's enterprise clients, serving as their main point of contact throughout the post-sale process, including renewals and expansions.

• Facilitate successful customer onboarding and effective adoption of Rasa by collaborating closely with stakeholders across all levels to remove obstacles and empower them.

• Conduct kick-off calls, project meetings, quarterly business reviews (QBRs), and renewal discussions with professionalism and effectiveness.

• Identify opportunities for expansion within your accounts, contributing to overall revenue enhancement.

• Proactively tackle challenges, handle escalations, and maintain robust communication with customers.

• Drive the realization of business value throughout the customer lifecycle and consistently communicate that value back to customers through data, insights, and results.

• Keep accurate records of account health and renewal forecasts to aid in broader retention strategies.

⛳️ Requirements

• You have experience managing a portfolio of business and are proficient in conducting QBRs, onboarding processes, and renewals.

• You possess a track record of driving upsells and cross-sells, contributing to revenue growth.

• You have previously held a technical position or regularly engaged in a customer-facing role with technical or IT stakeholders; you are adept at handling technical discussions and know when and how to escalate issues.

• You have experience working with large clients in a SaaS or technology environment.

• Exceptional interpersonal skills: You communicate effectively, operate in a structured way, and foster enduring customer relationships.

• Proven ability to collaborate across functions with both internal and external stakeholders.

🏝️ Benefits

• Flexible working hours and a dedicated budget for remote work.

• A stipend for professional development along with 6 paid education days to support your growth in the role.

• Unlimited paid time off (PTO) plus paid sick leave and public holidays.

• A MacBook and other technology to facilitate your work.

• Regular remote team events, as well as an annual company-wide offsite.

• Comprehensive health benefits.

• A 401(k) plan with contributions up to a 4% match.

• Equity options.