Director of Customer Success
R
RasaAI Platforms
USA, East CoastFull-TimeDirector
Salary$150K - $210K; $150K – $210K • Offers Equity • $30K – $50K Commission; Compensation $150K – $210K • Offers Equity • $30K – $50K Commission
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Job Details
- Experience
- 8–10+ years
- Required Skills
- SnowflakeSaaSDatabricks
Requirements
- 8–10+ years in Customer Success leadership
- Experience within complex, developer-centric SaaS or AI platforms (e.g., Databricks, Snowflake, Amplitude, or similar)
- Proven track record of managing CSMs
- Proven track record of managing high-touch Technical Account Managers (TAMs) or CSEs
- Ability to lead technical people toward business outcomes
- Successfully built and scaled CS teams from $10M to $50M+ ARR in a high-growth environment
- Strong background in NRR (Net Revenue Retention)
- Experience with churn analysis
- Proficiency in renewal negotiation
- Comfortable discussing AI architecture, LLMs, and API integrations with CTOs and Lead Developers
Responsibilities
- Recruit, mentor, and lead a high-performing team of CSMs across the globe fostering a culture of "Outcome-Obsessed" success.
- Partner with the Head of CSE & Head of FDE to bridge the gap between "Technical Success" and "Business Success", ensuring a seamless customer journey.
- Design and execute a scalable onboarding motion that drives new customer cohorts toward rapid production deployment and measurable business impact.
- Directly accountable for protecting and growing our Enterprise ARR.
- Implement and enforce a rigorous "Success Criteria" mandate, requiring customer-signed success plans with quantifiable KPIs.
- Personally engage with Director and C-level stakeholders at top-tier accounts to secure long-term partnership and alignment on the "Value Narrative."
- Optimize the "Internal Knowledge Transfer" (IKT) process ensuring Sales and Solutions Engineering provide needed "Value Discovery."
- Drive the team to achieve Time to First Value (TTFV) milestones, moving customers quickly through onboarding and enablement and into production.
- Partner with CSEs to manage the "Technical Red Flag" system, identifying architecture deviations and escalating business risk.
- Define a standardized renewal motion with fixed cadence, templated executive and commercial outreach, AI-driven health and churn scoring, and automated CSM nudges.
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