Customer Success Manager

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SUMMARY
We’re looking for a 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 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.

- Build strong technical fluency across AI and infrastructure products, with the ability to understand and communicate concepts such as LLMs, Kubernetes, deployments, and emerging protocols like MCP and A2A at a conceptual level.

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’re technically curious and comfortable working with complex products, with the ability to understand and confidently discuss concepts such as LLMs, Kubernetes, deployments, and emerging AI protocols like MCP and A2A at a conceptual level.

- 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.

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 s