Senior Customer Success Manager

Summary

Join Rasa as a Senior Customer Success Manager and contribute to the success of our expanding client base in the EMEA region. This full-time, 100% remote position, based in Germany, UK, or Serbia, requires you to cultivate strong customer relationships, ensure seamless onboarding, and proactively identify and mitigate churn risks. You will collaborate with various teams, including Account Executives and Engineering, to drive customer satisfaction, retention, and revenue growth. The role involves optimizing customer success processes, providing valuable feedback, and partnering with marketing for customer advocacy. We offer flexible hours, a remote budget, professional development stipend, generous PTO, and various other benefits.

Requirements

• 4+ years of experience in customer success, support, consulting, or business development, with a preference for SaaS or open-source enterprise software backgrounds
• Candidates must be able to fluently communicate, read, and write in both English and Spanish
• Proven experience working with large enterprise clients, particularly with highly technical, developer-centric products
• Exceptional communication skills enabling the establishment of credibility across all levels of an organization
• Demonstrated track record of meeting retention targets, successfully growing accounts, and consistently improving customer satisfaction metrics
• Strong ability to shepherd customers through their lifecycle journey, from initial onboarding to sustained growth, ensuring an exceptional customer experience throughout
• Willingness to travel to customer sites, with an estimated commitment of up to 30-40% of working time

Responsibilities

• Cultivate and nurture strong relationships with our customers, ensuring their satisfaction and success throughout their journey
• Collaborate closely with customers to facilitate seamless onboarding, drive adoption of our solutions, and ultimately enhance retention rates
• Proactively identify customers at risk of churn and implement effective strategies to mitigate potential loss, fostering long-term partnerships
• Identify opportunities for account expansion and collaborate with Account Executives to capitalize on these opportunities, ultimately driving revenue growth
• Leverage your expertise to refine and optimize customer success processes, drawing from previous experiences to enhance efficiency and effectiveness
• Conduct comprehensive meetings with customers to understand their goals and objectives, tracking progress and delivering tailored solutions to achieve mutual success
• Act as a liaison between customers and the product and engineering teams, providing valuable feedback and insights to inform product enhancements and developments
• Partner closely with the marketing team to amplify customer advocacy efforts, leveraging references, case studies, meetups, and other initiatives to showcase success stories and foster community engagement

Preferred Qualifications

SaaS or open-source enterprise software backgrounds

Benefits

• Flexible hours and a dedicated remote budget
• A stipend for professional development & 6 paid education days to help you grow within your role
• 26 days of PTO + paid sick leave + paid public holidays
• A Macbook, and other tech to help you to do your job
• We have regular remote team events, as well as an annual company-wide offsite
• Vitality Health (UK only)
• Private Health optional (Serbia Only)
• Equity options