Senior Enterprise Customer Success Manager, Rasa
$115-160k
OTE
$100-130k
BASE
+ Equity
More information about location
AI platform for virtual assistants
Job no longer available
AI platform for virtual assistants
101-200 employees
Job no longer available
$115-160k
OTE
$100-130k
BASE
+ Equity
More information about location
101-200 employees
Company mission
To empower the world’s largest brands to interpret people’s needs with open and extensible conversational AI.
Role
Who you are
- 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 English
- 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
What the job involves
- We’re looking for a Sr. Enterprise Customer Success Manager to join our Customer Sucess team
- You will work closely with fellow Customer Success Managers, Account Executives and Customer Success Engineers to ensure customers achieve their goals, advise them on best practices and act as the voice of the customers internally
- You will be reporting to the Global Sr. Director of Customer Success Management
- We’re a startup, so you’ll have to be comfortable rolling up your sleeves and doing whatever is required to support our mission
- We're hiring a Senior Customer Success Manager to strategically align our team and resources, ensuring the success of our expanding client base in the USA
- This role will play a pivotal part in driving customer satisfaction, retention, and overall growth by fostering strong relationships and providing exceptional support and guidance to our clients
- As our company continues to scale, we recognize the importance of dedicated leadership in customer success to maintain high standards and drive long-term success
- 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
Application process
- Deadline to Apply: 30 August 2024 at 23:00 BST
Our take
Rasa is a platform for AI-led personalized conversations. There’s no shortage of competition in this market, with the likes of Google’s Dialogflow and Microsoft’s LUIS, but Rasa has taken a different approach. It moves away from the standard ’this question receives this response’ hard-coded chat bots to a system that uses AI technologies to understand what the customer is saying in context.
Rasa's open source platform has grown a large community which has helped with integrating the system into a wide range of messaging platforms, and in creating extensions to the functionality of the system. This in turn has increased its use and popularity.
While Rasa is coming under increasing pressure from a swarm of chatbot providers powered by ChatGPT and other generative AIs, Rasa has integrated large language models into its own platform. This, combined with recent funding and recognition as a leader in generative conversational AI, puts the company in a very good position going forward.
Steph
Company Specialist at Welcome to the Jungle
Insights
26% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Feb 2024
$30m
SERIES C
Jun 2020
$26m
SERIES B
Total funding: $70.1m
Company benefits
- Flexible work schedules: Flexible schedules, remote opportunities, and the ability to work from home allow teams to balance work with daily life. We truly unplug during time off and require employees to take a minimum of 2 consecutive weeks of paid time off per year
- Opportunities for growth: We encourage you to grow, learn, and push yourself. Employees are empowered to take ownership of their work and receive a yearly budget for professional development
- Stock Options: We believe in our mission and winning together. We invest in employees' futures and make sure everyone has a stake in the company
- Team offsite: We get together twice a year in an exciting location in Europe to plan and set goals as a company. As a distributed company, this is also our chance to have fun and get to know each other face-to-face
Company HQ
SoMa, San Francisco, CA
Leadership
Alan Nichol
(Co-Founder & CTO)Alan holds a PhD in Computer Simulation and Machine Learning from the University of Cambridge.
Alex Weidauer
(Co-Founder & CSO)Alex comes from a computer science background and holds a Masters degree in Management and Strategy from LSE.
Melissa Gordon
(CEO)Initially joined Rasa as CRO in 2021 before becoming CEO in 2022. Previously an SVP & GM at Tradeshift and a VP of Worldwide Sales, Customer Success, and Services at SingleStore.
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