Rally UXR
User Research CRM
Senior Customer Success Manager
About the role
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 ✍️
- Minimum 5 years of experience in a Customer Success role, ideally in a SaaS or tech environment.
- Proven track record in account growth, retention, and customer satisfaction metrics.
- Excellent problem-solving and strong project management skills.
What You'll Do 🚀
- Own all post-sales activities, including customer onboarding, training, enablement, monthly check-ins, expansion and renewal conversations.
- Measure and track customer health, activation, and value realization.
- Build and maintain both day-to-day and executive-level customer relationships.
- Contribute to foundational Customer Success documentation and processes at Rally.
- Develop and execute strategies for managing a portfolio of 20+ enterprise accounts.
About Rally UXR
Rally makes it easy for Product, Design, and UX Research teams to talk to their users.
We believe continuous user research is the key to uncovering real problems and honing in on the right solutions. We want to help companies get closer to their users so they can bring better products to market.
User Research is a nascent function at SaaS companies and growing 40% YoY. It’s an underserved segment of the market that relies on disjointed, manual tooling (i.e. spreadsheets) that drive massive inefficiencies in their workflow.
We’re starting by solving the most burning pain point in user research today: recruiting your own users for research. We’re doing this by building the world’s best User Research CRM - a platform that automates outreach, screening, scheduling, incentives, and participant tracking, all in one place.
Read more about our plans for the future of User Research here
