Senior Customer Success Manager

Overview

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 Sr. Customer Success Manager to join our Customer Sucess team. You will work closely with fellow Customer Success Managers, Account Executives and Customer Success Engineers to ensure customers achieve their goals, advise them on best practices and act as the voice of the customers internally. You will be reporting to the Global Sr. Director of Customer Success Management.

Locations: Germany, UK, or Serbia 

• This is a full-time, 100% remote position, but we cannot hire anybody outside of the UK, Germany, or Serbia for this role.
• We can only provide work authorization (visa sponsorship) for candidates located in Germany.

ABOUT THIS ROLE

We’re a startup, so you’ll have to be comfortable rolling up your sleeves and doing whatever is required to support our mission. We’re hiring a Senior Customer Success Manager to strategically align our team and resources, ensuring the success of our expanding client base in the EMEA region. This role will play a pivotal part in driving customer satisfaction, retention, and overall growth by fostering strong relationships and providing exceptional support and guidance to our clients. As our company continues to scale, we recognize the importance of dedicated leadership in customer success to maintain high standards and drive long-term success. As a Sr. Customer Success Manager, you’ll make an impact on your team by:

• Cultivate and nurture strong relationships with our customers, ensuring their satisfaction and success throughout their journey.
• Collaborate closely with customers to facilitate seamless onboarding, drive adoption of our solutions, and ultimately enhance retention rates.
• Proactively identify customers at risk of churn and implement effective strategies to mitigate potential loss, fostering long-term partnerships.
• Identify opportunities for account expansion and collaborate with Account Executives to capitalize on these opportunities, ultimately driving revenue growth.
• Leverage your expertise to refine and optimize customer success processes, drawing from previous experiences to enhance efficiency and effectiveness.
• Conduct comprehensive meetings with customers to understand their goals and objectives, tracking progress and delivering tailored solutions to achieve mutual success.
• Act as a liaison between customers and the product and engineering teams, providing valuable feedback and insights to inform product enhancements and developments.
• Partner closely with the marketing team to amplify customer advocacy efforts, leveraging references, case studies, meetups, and other initiatives to showcase success stories and foster community engagement.

ABOUT YOU

• 4+ years of experience in customer success, support, consulting, or business development, with a preference for SaaS or open-source enterprise software backgrounds.
• Candidates must be able to fluently communicate, read, and write in both English and Spanish.
• Proven experience working with large enterprise clients, particularly with highly technical, developer-centric products.
• Exceptional communication skills enabling the establishment of credibility across all levels of an organization.
• Demonstrated track record of meeting retention targets, successfully growing accounts, and consistently improving customer satisfaction metrics.
• Strong ability to shepherd customers through their lifecycle journey, from initial onboarding to sustained growth, ensuring an exceptional customer experience throughout.
• Willingness to travel to customer sites, with an estimated commitment of up to 30-40% of working time.

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

Our team consists of four Senior or Principal Customer Success Managers, evenly split between EMEA and North America. Operating within the Customer Office, with the ultimate leader of the Chief Customer Officer, ensuring alignment with our customer-centric objectives. With expertise spanning regions, they collaborate seamlessly to deliver exceptional experiences and constitute lasting partnerships.

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
• 26 days of PTO + paid sick leave + paid public holidays
• A Macbook, and other tech to help you to do your job
• We have regular remote team events, as well as an annual company-wide offsite
• Vitality Health (UK only) // Private Health optional (Serbia Only)
• Equity options

You can find more information about our benefits per location here: Rasa Perks & Benefits

FREQUENTLY ASKED QUESTIONS

You can find answers to FAQs from candidates about this role specifically on our CSM FAQ sheet.

ABOUT US

Rasa is a leader in generative conversational AI, enabling enterprises to build and deliver next-level AI assistants. Merging a state-of-the-art engine with a user-friendly no-code UI, Rasa offers an open and adaptable platform that perfectly aligns with business logic. This innovative approach makes Rasa a reliable and trusted choice for enterprises seeking to enhance customer interactions while reducing costs. Rasa is privately held with funding from StepStone, PayPal, Accel, Andreessen Horowitz, Basis Set Ventures, and others. The company was founded in 2016 and is remote-first with a global presence.

Rasa is an equal-opportunity employer. We are still a small team and are committed to growing in an inclusive manner. We want to augment our team with talented, compassionate people irrespective of race, color, religion, national origin, sex, physical or mental disability, or age.

Please be mindful of the hiring location(s) listed.

You must be located in and a resident of the location(s) listed for us to proceed with your application.

Tagged as: 3-5 Years, 5+ Years