Customer Success Manager - Rasa

About Rasa

Rasa is a leader in generative conversational AI, enabling enterprises to build and deliver next-level AI assistants. Merging a state-of-the-art engine with a user-friendly no-code UI, Rasa offers an open and adaptable platform that aligns with business logic. Founded in 2016, Rasa is remote-first with a global presence and backed by top investors including StepStone, PayPal, Accel, and Andreessen Horowitz.

Summary

We are looking for a Customer Success Manager to join our Go-to-Market team, reporting to the Head of Customer Success. Your primary goal will be to establish strong, scalable customer relationships that drive adoption, retention, and expansion.

• Location: Remote – USA (East Coast preferred)
• Eligibility: Must be located in and authorized to work in the USA. Rasa cannot assist with visa sponsorship for this position.

Key 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 successful customer onboarding and adoption, working closely with stakeholders at all levels to remove blockers.
• Lead kick-off calls, project meetings, QBRs, and renewal discussions with professionalism.
• Identify expansion opportunities within accounts to contribute to revenue growth.
• Proactively manage customer challenges and escalations with clear communication.
• Drive value realization across the customer lifecycle and communicate outcomes back to customers using data and insights.
• Maintain accurate account health records and renewal forecasting.

What We Look For

• Demonstrated experience managing a book of enterprise accounts, running QBRs, onboardings, and renewals in a SaaS context.
• Proven track record driving upsells, cross-sells, and account growth.
• Previous technical background or experience working closely with IT/technical stakeholders, with the ability to manage technical conversations and run product demos.
• Ability to understand product technology well enough to configure business logic yourself.
• Excellent interpersonal, structured communication, and relationship-building skills.
• Proven ability to partner cross-functionally with internal and external teams.

Team & Work Culture

The Customer Success team sits within the GTM organization and is currently composed of four CSMs distributed across EMEA and NAMER. We operate as a remote-first team with flexible hours, regular virtual events, and an annual company-wide offsite.

Benefits & Perks

• Flexible working hours and dedicated remote home-office budget
• Professional development stipend and 6 paid education days per year
• Unlimited PTO, paid sick leave, and paid public holidays
• MacBook and tech equipment provided
• Health insurance benefits
• 401(k) with up to 4% company match
• Stock options / equity