SUMMARY

At Rasa, customers and their success are core to what we do and we are looking for an enthusiastic Senior Customer Success Manager who is ready to join our team.

ABOUT THIS ROLE

At Rasa we have a simple goal to help makers to build AI assistants that work for everyone. Next to our open source products, we offer our enterprise platform and support services to large organizations. We care deeply about our customers, their problems and how we can help them succeed with their projects. We are looking for an organized, curious and empathetic person to own a book of business made up of a subset of our global Fortune 500 customers like Deutsche Telekom, Ahold Delhaize, Orange, with whom you’ll build long lasting relationships

ABOUT YOU

You are excited about AI assistants, machine learning and letting people interact with computers through text and speech. You have experience working with Customer Success organizations within your previous companies. You are a dedicated self-starter who works well with little supervision and can take full ownership of customer paths. You like digging deep to understand technical problems, show resilience in solving them and leading customers to success.

  • 3+ years experience in customer success, support, consulting or business development; SaaS or B2B enterprise software preferred
  • Experience working with large enterprise customers supporting a highly technical, developer-focused product
  • Ability to communicate and establish credibility at all levels of an organization
  • Proven track record to hit retention goals, upsell and increase customer satisfaction
  • Demonstrated ability to manage customers from start to completion of a project
  • You create and maintain long lasting relationships, in a fast-paced environment
  • Set priorities, drive decisions and manage multiple stakeholders
  • Ready to travel to customers up to 30% of the time (post-Covid19)

Please keep in mind that we are describing the background we imagine 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!

THINGS YOU WILL DO

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 are looking for someone ready to:

  • Gain an understanding of our customers use cases and desired outcomes and help them achieve these goals using Rasa tooling
  • Oversee the complete customer lifecycle from onboarding through renewal, acting as a point of contact and trusted advisor in critical moments
  • Encourage adoption and expansion by making sure our customers derive maximum value from Rasa products
  • Organize engagement activities including regular check ins, health reviews, and executive business reviews
  • Partner with customer success engineers to ensure successful deployment and engagement with Rasa
  • Partner with our marketing team to drive customer advocacy including references, case studies, meetups and more
  • Work closely with sales team members to grow customer relationships and identify expansion opportunities
  • Identify customers who are likely to churn and implement strategies to mitigate that risk
  • Provide guidance to customers on how to leverage Rasa features to improve their conversational assistants
  • Effectively prioritize customer issues, interacting with our Customer Support team, escalating customer issues as needed and identifying solutions/resources
  • Inform customers of Rasa’s roadmap and collaborate with product managers to make sure customer needs are front and center
  • Act as the customer’s internal voice and advocate within Rasa

WHAT YOU CAN EXPECT FROM US

  • Flexible hours and a dedicated remote budget
  • A stipend for personal development fund & 6 paid education days to help you grow within your role
  • Unlimited PTO
  • A Macbook, and other tech to help you to do your job
  • We have regular remote team events, as well as regular remote social events
  • 2 team offsites every year, when it is safe to do so again!
  • Heath benefits

ABOUT US

Rasa is the leading conversational AI platform, enabling enterprises to build next-level customer experiences. Rasa's conversational AI platform allows companies to build better customer experiences by lowering costs through automation, improving customer satisfaction, and providing a scalable way to gather customer intelligence. Rasa runs in production everywhere from startups to Fortune 500s, and provides the data privacy, security, and scalability needed by enterprises of every size. Rasa is privately held, with funding from Accel, Andreessen Horowitz, and Basis Set Ventures. www.rasa.com

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.

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DEI @ Rasa

With people from more than 20 nationalities and all continents working in five different countries, female & non-binary/genderqueer representation of nearly 50% in a male-heavy tech industry, and ages ranging from 21 to 60 years, our team is diverse in many aspects. But we believe there is much more we can do to make our company more diverse and inclusive and to contribute to a world that gives everyone fair opportunities.

To reach that goal, we have established a company target that 100% of roles have more than 50% of applicants from underrepresented groups. Recruiting is where diversity has to start. Of course, an inclusive company environment is necessary to attract diverse talent, and tracking and reporting our diversity metrics from the beginning will help us understand how we’re doing.

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