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Rally UXR
about 2 years ago
fulltimeus / remote (us)

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Your Mission 🦸

As a Sr. Customer Success Manager at Rally, you will own all post-sales activities, overseeing customer onboarding, adoption, and long-term value realization. Working directly with our leadership team, you'll be responsible for both the day-to-day and the strategic aspects of Customer Success, handling a portfolio of dozens of enterprise accounts.

What you’ll bring🌟

Strategic Acumen

* Data-Driven: Ability to effectively measure and track account health, activation, and value realization, using both qualitative and quantitative metrics.

* Executive Engagement: Skills to build executive-level, value-based relationships with customers that prime us for expansion within key accounts.
* Portfolio Management: A holistic view of managing multiple enterprise accounts, creating tailored strategies for activation, retention and expansion.

Other Key Qualities

* Customer-Centric: Prioritize customer advocacy, build strong customer relationships, and serve as the “glue” between our customers and team.

* Excellent Communicator (Internal & External):* Strong ability to train and enable customers at scale.
* Effectively communicate customer needs and feedback to internal teams.
* Flexible & Dynamic: Adaptability to changing priorities in a startup environment.
* Proactive & Self-Starter: Anticipate customer needs and create action plans, build process from the ground up.
* Quality-Focused: Keen attention to detail.

Requirements ✍️

* Customer Success Expertise: 5–10 years of experience as a Senior Customer Success Manager or similar role within SaaS startups, focusing on enterprise-level accounts.

* Enterprise Account Management: Proven track record in a quota carrying role managing a book of business valued at $1M+ ARR.
* Sales Acumen: Strong background in sales, capable of mapping out accounts and developing land-and-expand strategies to grow revenue.
* Renewals and Upsells: Demonstrated ability to drive negotiate renewals and expansions with executive buyers, procurement and key stakeholders.
* Onboarding and Implementation: Experience in developing and executing onboarding strategies for new customers.

What You'll Do 🚀

* Manage and Nurture Enterprise Accounts: Manage a large & growing book of business that consists of 25+ enterprise accounts.

* Streamline Onboarding Processes: Own, and report on, the entire onboarding journey for all assigned new customers and ensure a seamless and positive onboarding experience.
* Drive Renewals and Expansions: Own renewals and expansions to meet and exceed an expansion annual quota.
* Alleviate Support Workload: Support our product and engineering teams by owning product demos, training with customers and occasionally helping out with Level 1 support tickets, as needed.

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