Senior Customer Success Manager

Senior Customer Success Manager YOUR TURN TO START THE CONVERSATION. WRITE THE FUTURE AT RASA. Conversation. It’s the thread between our product and our people. The tool that enables us to forge relationships through compassion and expertise. To find the connection between our differences. It keeps us close together across borders and backgrounds and helps us create our shared vision. Rasa means tight-knit. We get to the point and have the courage to ask ‘why?’. Because through relentless experimentation, passion, and vision, we’re transforming the way people interact with organizations through AI. That’s Rasa. That’s our message. Join us and add yours. SUMMARY We’re looking for a Senior 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. 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 can not assist with work authorization (visa sponsorship) for this position. 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 Senior 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 Senior Customer Success Manager, you'll make an impact on your team by: - Own a book of business of Rasa’s most strategic customers. - 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. - 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. ABOUT YOU - Customer Success experience: You’ve managed a book of business and know how to run QBRs, onboardings, and renewals. - Technical background: 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. - Commercial acumen: You have experience driving upsells and cross-sells, contributing to revenue growth. - Excellent interpersonal strengths: 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 - Enterprise experience: You’ve worked with large customers in a SaaS/technology context. Please keep in mind that we are describing the background that would best fit the role. Even if you don’t meet all the requirements, yet you are confident that you are up for the task, we absolutely want to get to know you! MEET YOUR TEAM Rasa Customer Success sits in the Go To Market organisation and is currently a size of four CSMs and growing with the growth of our business. The team is spread out globally, 50/50 between EMEA and NAMER. WHAT YOU CAN EXPECT FROM US - 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 - We have regular remote team events, as well as an annual company-wide offsite - Health benefits - 401(k) contribution with up to 4% match - Equity options You can find more information about our benefits per location here: Rasa Perks & Benefits https://rasa.notion.site/Rasa-Benefits-Perks-5bf ... (truncated, view full listing at source)