About the role
Your turn to start the conversation. Write the future at Rasa. Conversation. It’s the thread between our product and our people. The tool that enables us to forge relationships through compassion and expertise. To find the connection between our differences. It keeps us close together across borders and backgrounds and helps us create our shared vision. Rasa means tight-knit. We get to the point and have the courage to ask ‘why?’. Because through relentless experimentation, passion, and vision, we’re transforming the way people interact with organizations through AI. That’s Rasa. That’s our message. Join us and add yours. SUMMARY We’re looking for a Director of Customer Success to join our Go-to-market team. Your main goal will be to establish strong, scalable customer relationships that drive adoption, retention, and expansion You will lead a world-class team of Customer Success Managers (CSMs) and partner deeply with our Engineering-led Customer Success Engineers (CSEs) and Forward Deployed Engineers (FDEs). You are the guardian of our Net Revenue Retention (NRR) and the primary driver of the "Rasa Customer Experience."
The role reports directly to our Chief Revenue Officer Full-time - 100% remote - Location: USA, East Coast This is a remote position, but we cannot hire anybody outside of the USA for this position. Rasa can not assist with work authorization (visa sponsorship) for this position. ABOUT THIS ROLE Since we're a startup, we need someone who's ready to jump in, be hands-on, and do whatever it takes to help us achieve our goals. We are hiring a Director of Customer Success Manager to support our company's growth by investing in our customers' success, driving retention and expansion, and ensuring customers achieve long-term value. As a Director of Customer Success Manager , you'll make an impact on your team by: Strategic Leadership & Team Scaling Build & Scale: Recruit, mentor, and lead a high-performing team of CSMs across the globe fostering a culture of "Outcome-Obsessed" success. Unified Front: Partnering with the Head of CSE & Head of FDE to bridge the gap between "Technical Success" (CSE/FDE ownership) and "Business Success" (CSM ownership), ensuring a seamless customer journey. Operational Excellence: Design and execute a scalable onboarding motion that drives new customer cohorts toward rapid production deployment and measurable business impact, ensuring high-quality adoption at scale. Value Realization & Revenue Protection NRR Ownership: Direct accountability for protecting and growing our Enterprise ARR. The "Success Gate": Implement and enforce a rigorous "Success Criteria" mandate. No engagement starts without a customer-signed success plan featuring quantifiable KPIs (e.g., deflection rates, CSAT, or cost per intent). Executive Alignment: Personally engage with Director and C-level stakeholders at our top-tier accounts to secure long-term partnership and alignment on the "Value Narrative." The Operating Motion Sales-to-CS Handover: Optimize the "Internal Knowledge Transfer" (IKT) process, ensuring Sales and Solutions Engineering provide the "Value Discovery" needed for a Day 1 head start. 90-Day ROI Focus: Drive