Customer Success Manager

Your Mission 🦸

As a Founding CSM, you’ll work alongside the Co-Founder / CEO to help us build Customer Success from the ground up. If you’re looking for a role where you can collaborate with our internal Sales, Marketing, Product, Design, and Engineering teams while providing a massive pain-reliever, then read on.

What you’ll do 🚀

Bring real value to your customers

• Be the primary point of contact for all new customer onboarding and enablement
• Run training sessions for both our admins and end-users to ensure they get maximum value out of Rally

Build trusting, personal relationships with your customers

• Learn the product inside and out to be a trusted advisor to our customers
• Drive adoption, retention and expansion for Rally’s existing customer base
• Identify new expansion and upsell opportunities
• Proactively identify customers who aren’t maximizing their usage and create action plans to reach success

Build the foundations of CS at Rally

• Find repeatability in processes and build documentation to set up Rally for scale
• Build enablement materials for customers to help drive them towards value
• Surface trends and patterns across customers to drive product roadmap and best practices for Customer Success

Shape our future product

• Constantly capture and synthesize product feedback from our customers; make product recommendations based on this feedback

Who you are 😁

• You’re passionate about User Research — you understand that continuously talking to users is how great products are built. You’ll empathize with our users, understand their problems, and relentlessly seek to solve them.
• You’re a team player — you focus on shared learnings, and can collaborate cross-functionally to ensure the organization has clarity on desired outcomes for customers.
• You have a winners mindset — always looking for ways to drive customer value through creative but practical approaches.
• You love startups — you are comfortable in and energized by a fast-paced startup environment.

Requirements ✍️

• 5+ years of CS in B2B SaaS
• You’ve build customer success playbooks or processes
• Experience managing customer relationships
• Strong communication skills - written and verbal
• Familiarity with Hubspot
• Excellent attention to detail