Customer Success Manager

Responsibilities

• Own a book of business of 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 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

• Experience managing a book of business, running QBRs, onboardings, and renewals.
• Experience driving upsells and cross-sells, contributing to revenue growth.
• Held a technical role in the past, or regularly worked in a customer-facing role with technical/IT stakeholders; able to handle technical conversations and know when/how to escalate.
• Experience working with large customers in a SaaS/technology context.
• Excellent interpersonal skills: communicate clearly, operate in a structured manner, and build lasting customer relationships.
• Proven ability to collaborate cross-functionally with internal and external stakeholders.

Nice-to-Haves

• Background that best fits the role even if not all requirements are met; confidence in being up for the task is encouraged.