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
Rally UXR
