Senior Customer Success Manager

Rafay is hiring a Senior Customer Success Manager to own enterprise customer relationships throughout the customer lifecycle, from signing through renewal. The role drives onboarding, adoption, issue resolution, measurable customer value, renewals, and account expansion for AI infrastructure customers.

Responsibilities:

• Build relationships beyond the project team with executive sponsors, contract signers, technical leads and end users
• Keep a current stakeholder map for every key account, and run executive business reviews with the people who make renewal decisions
• Act as the voice of the customer inside Rafay, and the voice of Rafay to the customer's leadership
• Join Sales for a joint handoff at signing on every new customer, before delivery starts
• On existing accounts, take over as primary contact immediately so delivery engineers can move on to new deployments
• Run a structured handoff covering the success plan, stakeholder map, open issues and usage baseline
• Track every open support ticket in your book, and push support and engineering until it is resolved
• Escalate to Rafay leadership when a ticket stalls or puts the customer's business at risk
• Lead root cause analyses (RCAs) after major incidents, and close the loop with the customer
• Watch usage, health and sentiment, and act the same day on warning signs: a usage drop, an unhappy stakeholder, a stalled ticket
• Tell the customer what is being done before they have to ask
• Agree on success criteria and business outcomes with each customer at handoff, and turn them into a success plan you own
• Drive onboarding and adoption so customers get their AI infrastructure into production and in use, fast
• Track adoption, utilization and outcomes, and show the customer the value they are getting in every executive business review
• Hold a regular cadence of calls and reviews, and prepare renewals well ahead of term
• Capture feature requests as clear user stories for Product
• Spot expansion signals early: usage approaching capacity, new data centers or regions, new teams or use cases, and new executive priorities
• Build account plans with the Account Executives, and qualify and hand over expansion opportunities
• Turn successful outcomes into references and case studies that help win the next deal

Requirements:

• 7+ years in customer-facing roles, including at least 3 years in post-sales customer success or technical account management for infrastructure or cloud platforms
• A track record of owning enterprise relationships up to the VP and C-level, including people who sign contracts
• Experience running escalations end to end: getting engineering to move, keeping the customer informed, and closing the loop
• A track record of delivering measurable customer value and growing accounts through renewals and expansion, working closely with Sales
• Working knowledge of cloud and data center infrastructure, enough to earn credibility with technical teams
• Clear, direct executive communication, written and spoken
• A bias for urgency: you act on problems before you are asked
• Bachelor's degree in a technical or business field, or equivalent experience
• Experience with neocloud, GPU cloud, HPC or AI infrastructure customers
• Familiarity with the NVIDIA AI stack, GPU scheduling and multi-tenant platforms
• Experience with telco or service-provider customers
• Experience quantifying customer value and building business cases (ROI, TCO)