Rasa

Director of Customer Success

Rasa

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

About the role

  • Establish strong, scalable customer relationships that drive adoption, retention, and expansion
  • Lead a world-class team of Customer Success Managers (CSMs) and partner deeply with Engineering-led Customer Success Engineers (CSEs) and Forward Deployed Engineers (FDEs)
  • Direct accountability for protecting and growing our Enterprise ARR
  • Implement and enforce a rigorous "Success Criteria" mandate
  • Optimize the "Internal Knowledge Transfer" (IKT) process
  • Drive the team to achieve 90-Day ROI Focus milestones
  • Partner with CSEs to manage the "Technical Red Flag" system
  • Define a standardized renewal motion with fixed cadence

Requirements

  • 8–10+ years in Customer Success leadership, specifically within complex, developer-centric SaaS or AI platforms (e.g., Databricks, Snowflake, Amplitude, or similar).
  • Proven track record of managing both CSMs and high-touch Technical Account Managers (TAMs) or CSEs. You know how to lead technical people toward business outcomes.
  • You have successfully built and scaled CS teams from $10M to $50M+ ARR in a high-growth environment.
  • Strong background in NRR, churn analysis, and renewal negotiation. You view Customer Success as a revenue-generating function, not a cost center.
  • While you are a business leader, you are comfortable discussing AI architecture, LLMs, and API integrations with CTOs and Lead Developers.
Benefits
  • Flexible hours and a dedicated remote budget
  • A stipend for professional development & 6 paid education days to help you grow within your role
  • Unlimited PTO + paid sick leave + paid public holidays
  • A MacBook, and other tech to help you do your job
  • We have regular remote team events, as well as an annual company-wide offsite
  • Health benefits
  • 401(k) contribution with up to 4% match
  • Equity options
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer Success leadershipchurn analysisrenewal negotiationAI architectureLLMsAPI integrationsSaaSTechnical Account ManagementEnterprise ARR managementInternal Knowledge Transfer
Soft Skills
relationship buildingteam leadershipbusiness outcome orientationcross-functional collaborationstrategic thinkingcommunicationproblem-solvingadaptabilitymentoringperformance optimization