Customer Success Manager

Rasa is a leader in generative conversational AI, and they are seeking a Customer Success Manager to join their Go-to-market team. The main goal of this role is to establish strong, scalable customer relationships that drive adoption, retention, and expansion.

Responsibilities:

• 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

Requirements:

• 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'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