Director of Customer Success

Rasa

23h • Remote

About The Position

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.
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 the team to achieve Time to First Value (TTFV) milestones, moving customers quickly through onboarding and enablement and into production.
Technical Risk Governance: Partner with CSEs to manage the "Technical Red Flag" system—identifying when a customer’s architecture deviates from best practices (e.g., CALM vs. custom RAG) and escalating the business risk to customer leadership.
Renewal Rhythm & Automation: Define a standardized renewal motion with fixed cadence (90/60/30 days), templated executive and commercial outreach, AI-driven health and churn scoring in CSP, renewal-play triggers in the CSP, and automated CSM nudges and track adherence and conversion to protect and grow ARR.

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.

Responsibilities

• Recruit, mentor, and lead a high-performing team of CSMs across the globe fostering a culture of "Outcome-Obsessed" success.
• 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.
• 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.
• Direct accountability for protecting and growing our Enterprise ARR.
• 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).
• Personally engage with Director and C-level stakeholders at our top-tier accounts to secure long-term partnership and alignment on the "Value Narrative."
• Optimize the "Internal Knowledge Transfer" (IKT) process, ensuring Sales and Solutions Engineering provide the "Value Discovery" needed for a Day 1 head start.
• Drive the team to achieve Time to First Value (TTFV) milestones, moving customers quickly through onboarding and enablement and into production.
• Partner with CSEs to manage the "Technical Red Flag" system—identifying when a customer’s architecture deviates from best practices (e.g., CALM vs. custom RAG) and escalating the business risk to customer leadership.
• Define a standardized renewal motion with fixed cadence (90/60/30 days), templated executive and commercial outreach, AI-driven health and churn scoring in CSP, renewal-play triggers in the CSP, and automated CSM nudges and track adherence and conversion to protect and grow ARR.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed