Director of Customer Success

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 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. ABOUT YOU 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. Please keep in mind that we are describing the background that would best fit the role. Even if you don’t meet all the requirements, yet you are confident that you are up for the task, we absolutely want to get to know you! MEET YOUR TEAM Rasa Customer Success sits in the Go To Market organisation and is currently a size of five CSMs and growing with the growth of our business. The team is spread out globally, 50/50 between EMEA and NAMER. WHAT YOU CAN EXPECT FROM US 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 You can find more information about our benefits per location here: Rasa Perks & Benefits ABOUT US 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 perfectly aligns with business logic. This innovative approach makes Rasa a reliable and trusted choice for enterprises seeking to enhance customer interactions while reducing costs. Rasa is privately held with funding from StepStone, PayPal, Accel, Andreessen Horowitz, Basis Set Ventures, and others. The company was founded in 2016 and is remote-first with a global presence. FREQUENTLY ASKED QUESTIONS You can find answers to FAQs from candidates about this role specifically on our Director of Customer Success FAQs sheet . Rasa is an equal opportunity employer. We are still a small team and are committed to growing in an inclusive manner. We want to augment our team with talented, compassionate people irrespective of race, color, religion, national origin, sex, physical or mental disability, or age. Please be mindful of the hiring location(s) listed. You must be located in and a resident of the location(s) listed for us to proceed with your application.