Senior Customer Success Manager (CSM) - US
Rafay is seeking a high performing, problem solver and innovator to join our growing Customer Success team as a Senior Customer Success Manager (CSM). The Rafay Senior Customer Success Manager drives adoption and demonstrates ongoing value for the Rafay enterprise customers. You will be responsible for the complete post-sales customer lifecycle to maximize the joint success of Rafay and our customers by establishing yourself as a trusted advisor. Success in this role will require sufficient knowledge of, and general technical expertise in Kubernetes-orchestrated environments to build credibility with our technical customer base. The Senior CSM is responsible for the coordination of all Customer Success activities: onboarding, adoption, and retention to secure the expansion of the Rafay footprint in the customer environment. Rafay Customer Success supports the customers in their journey creating value out of their Rafay investment to help them achieve their goals, objectives, and desired business outcomes. The ideal candidate, in addition tofamiliarity with Kubernetes, will have a general understanding of networking, public cloud, and virtualization platforms.
You will foster strong and long-term relationships with our customers and will act as their voice within Rafay. You will be the first to note issues inhibiting progress toward goals and objectives (the customers’ and Rafay’s),broadcast those issues to Rafay senior management, and build and execute plans to remediate points of friction that slow forward motion.
Roles and Responsibilities:
● Convert customer strategy and needs into a customer success plan and execute on the plan
● Nurture customers on their Rafay journey to discover the full value of the Rafay platform and services
● Foster customer through the onboarding process and provide guidance around how they can achieve the maximum adoption and usage of the platform to meet their needs
● Proactively monitor and report on customer health
● Maintain regular customer cadence and communication around adoption trends, sentiment, and opportunities for deeper engagement
● Manage the EBR/QBR process, taking the lead role in preparation and delivery of material and leading meetings with the customer
● Conduct high-level roadmap reviews and respond specifically to questions and issues
● Build detailed FERs (Feature Enhancement Requests in response to customer requests. Craft user stories that can be carried forward by PMs to build specific requirements
● Lead and coordinate RCAs (Root Cause Analyses) in response to major escalations. Drive engineering and refine and polish their output
● Act as the voice of the customer. Advocate for the customer and escalate issues as necessary to expedite solutions and outcomes. Be the first to note friction in progress toward goals and objectives
● Work closely with the Rafay Account Executives to identify upsell opportunities
● Collaborate with cross-functional teams across the organization to further develop the customer relationship
● Become a trusted advisor; drive excellence and improvement in our customers’ operations processes and use of the Rafay platform
Minimum Qualifications:
● 5+ years’ experience in a customer-facing role
● Direct post-sales customer advocacy and engagement experience
● Excellent executive-level communication (written and oral), presentation and interpersonal skills
● An understanding of technology and an ability to distinctly explain technological and business concepts, with specific knowledgeof the technologies underlying Cloud Native Apps
● Strong experience with customer onboarding and customer success
● Demonstrated success managing customer journeys and engagements
● Knowledge of network communications, virtualization platforms (vSphere, Open Stack), and public cloud platforms (AWS, Google CloudPlatform, Azure, etc)
● Bachelor’s degree in Computer Science, or related field; or equivalent experience
● Demonstrated ability to work both independently and to function as a collaborative member of a team
Preferred Qualifications:
● Familiarity with the CNCF technology landscape, and ability to quickly learn new technologies and solutions.
● Certified Kubernetes Administrator(CKA) a plus
● Ability to work under pressure
Why Join Rafay?
Rafay is at the forefront of Kubernetes and GPU PaaS technologies and we offer unique opportunities to join a winning team working on foundational technology for cloud and AI/ML services and enterprises. We work in a collaborative environment that rewards creative thinking and provides opportunities to advance professional careers in advanced technology development. On top of this, we offer a solid work/life balance, a fun and dynamic work environment, a competitive salary, robust benefits and attractive stock options. As the first of our kind, we are truly in a class of our own.
