Customer Success Manager

Your Mission:

Maybe you’ve been a CSM looking to go beyond the confines of your segmented and boxed-up role. Maybe you’ve never been a CSM but have been in high-impact roles and are looking to drive a startup to the next level of growth.

As a Customer Success Manager at Rally, you will own all post-sales activities except Technical Support, overseeing customer onboarding, adoption, and long-term value realization. You’ll be responsible for both the day-to-day and the strategic aspects of Customer Success, ramping over time into a portfolio of ~50 Enterprise and mid-market accounts.

What you’ll bring 🌟

• S-Tier Organization Skills: Mastery of managing multiple accounts, creating tailored strategies for activation, retention and expansion for key accounts as needed and balancing priorities.
• Data-Driven: Ability to effectively measure and track account health, activation, and value realization, using both qualitative and quantitative metrics.
• Leadership Engagement: Skills to build leadership-level, value-based relationships with customers that prime us for expansion within key accounts.
• Bias to Value: What does this customer need to be successful? How can I help them unlock more for their business? These might live as sticky notes on your monitor or be second-nature for you already.
• Capacity for Deep Product Expertise: Curiosity and expertise in learning the ins and outs of Rally to enable customers to scale their research processes.

Other Key Qualities 🔑

• Empathy and Customer-Centricity: An eye for customer advocacy, building strong customer relationships, and serving 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 to start addressing them.
• Quality-Focused: Keen attention to detail.

Requirements ✍️

• SaaS Experience: 3–5 years of experience as a CSM, or in a customer-facing or high stakeholder management role within SaaS (preferably startups)
• Track Record of Driving Impact: Demonstrated delivery of value/meaningful projects
• Hunger, Drive and Growth Mindset: No ceilings; you’re always growing and have a history of making step-up changes in your previous roles to learn new skills and take on new responsibilities.

What You’ll Do 🚀

• Manage and Nurture Accounts: Manage a large & growing book of business that consists of ~50 Mid-market and Enterprise accounts, focusing on healthy product adoption
• Onboard New Customers: Own, and report on, the entire onboarding journey for new customers in your segment and ensure a seamless and positive onboarding experience.
• Drive Renewals and Expansions: Own renewals and expansions to meet and exceed our targets.
• Voice of the Customer: At Rally we all own a piece of the vision; your interactions with customers, feature requests, and representing the voice of the customer internally are an opportunity to flex your owner’s mindset to deliver outsized value and impact.

What We Think You’ll Love About CS at Rally ❤️

• UX Researchers and Research Ops folks are some of the coolest, most empathetic, authentic, amazing customers to work with. Hands down.
• Customer Success is baked into Rally’s DNA; as we’re building a UX Research Platform, talking to users and by proxy solving for the customer is a first principle across our product and GTM teams.
• We’re a team with diverse skill-sets and we’re pumped to build for the next stage of our growth; lots of opportunity to set the tone, shape the org, and make some CS magic happen.