Senior Customer Success Manager

Rasa is a leader in generative conversational AI, enabling enterprises to build and deliver next-level AI assistants. They are seeking a Senior Customer Success Manager to establish strong customer relationships, drive adoption, retention, and expansion, and ensure customers achieve long-term value.

Responsibilities:

• 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

Requirements:

• 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