Customer Success Manager
Customer Support
Time zones: EST (UTC -5), CST (UTC -6), ART (UTC -3), UTC -4, UTC -4:30, UTC -3, UTC -2
About Rainforest
Rainforest QA is a team of smart, dedicated people who love working together to help our customers succeed. As a small startup, we value extreme ownership, problem solving and moving quickly.
Rainforest provides Quality as a Service (QaaS): everything a software company might need — including tooling, expertise, and a workforce — to solve functional testing needs. We’ve built our no-code test automation platform for engineering leaders who want to catch more bugs without slowing down the release process or burdening engineers.
About the Role
We are looking for an experienced, collaborative, passionate Customer Success Manager to join our Tribe! This CSM will guide customers through seamless implementation, advise them on inserting Rainforest into their software development lifecycle, keep them abreast of the latest product enhancements and best practices, and own the commercial relationship.
We’ve identified an ICP that gets genuinely excited when we introduce our one-of-a-kind solution. Our product is intuitive and innovative, and our fully-managed service is exceptional.
The ideal candidate has a proven track record of success working in an early-stage startup and owing customer relationships from onboarding to adoption and expansion. They are comfortable and confident working with technical personas (CTO, VP Eng, Head of Product), familiar with the Software Development Lifecycle (SDLC) and passionate about creating an exceptional customer experience. You’ll serve as a customer advocate — representing the voice of the customer internally and collaborating with cross-functional roles to consistently improve the customer experience.
Responsibilities
Own a book of 40+ accounts with ACV of $50k+ from onboarding to adoption and expansion
Aim for 100%+ net dollar retention of ICP customers
Act as the trusted advisor, consultant and project manager to product and development teams looking to ensure quality software delivery to their customers
Build value-based relationships with customers ensuring alignment on key goals, from executive sponsor to individual contributor
Provide coaching and training to improve adoption and usage of Rainforest within the customer organization
Identify successful customers and turn them into advocates and promoters as measured by referrals, CSAT, and NPS scores, as well as participation in case studies, webinars and blogs
Synthesize feedback and patterns to share with our Product team
About You
3+ years as a Customer Success Manager within a early stage SaaS technology company
Desire to work in a customer-facing role and develop relationships with customers at multiple levels
Confidence managing the commercial components of customer relationships including renewals and upsells
Experience working with Product, Development, Engineering, and/or QA organizations
Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
Track record of deploying a consultative and solution-oriented approach for customers
Strong listening skills; someone who really hears what the customer needs even if it means having to dig a level (or a few) deeper
Experience working closely with C-level executives within customer organizations
Highly organized, with strong project management skills to help clients meet deadline-driven goals
How we’ll reward you
Competitive salary
Equity
Unlimited paid-time off
Company off-sites to bond with your team and explore exciting destinations around the world
100% medical, dental, and vision insurance coverage. 85% for dependents
Voluntary 401k program
Paid parental leave
Fully remote culture
About The Company
Rainforest QA is a Y Combinator company and has raised more than $50 million from top investors. We’re fully remote, with our team distributed around the globe. We champion a belief that life is about more than work and that we’re all responsible for fostering a culture that supports a diverse set of lifestyles.
To apply for this job email your details to hiring@rainforestapp.com