Customer Success Manager
United States
Customer Success /
Full-time /
Rainforest QA is an on-demand testing software on a mission to disrupt the antiquated QA industry by enabling teams to deliver bug-free software at the speed of continuous delivery. Our commitment to remote work and to our company values has earned us multiple culture and workplace awards and helped us build a diverse Tribe of owners working toward a common goal. We are a fully remote company, allowing us to bring together the best and most diverse talent. This role will be the same—remote within the United States.
As a CSM at Rainforest QA you'll play an integral role in our success by onboarding new customers, building long-term relationships, and growing existing accounts. You'll guide customers through seamless implementation, advise them on inserting Rainforest into their software development life-cycle, keep them abreast of the latest product enhancements and best practices, and own the commercial relationship. Internally, you'll serve as a customer advocate; you'll partner with Tribe members both on and off the Customer Success teams to make our customer experience "1% better everyday."
What you’ll do
- Own a book of accounts and drive annual renewal and upsell opportunities
- Act as the trusted advisor 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, NPS scores, and participation in case studies, webinars and blogs
- Bring insightful customer feedback and suggestions and help develop product recommendations
What we’re looking for
- 3+ years as a Customer Success Manager within a fast-growing SaaS technology company or 3+ years consulting experience or a direct client facing project management role
- Firm understanding of and experience with the software development lifecycle (SDLC)
- Proven track record of owning a book of business and successfully renewing and growing customers
- Passion for working with customers to deliver an exceptional experience
- Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
- Unrivaled sense of autonomy, ownership, and comfort with a fast-paced startup
- Ability to balance multiple priorities while maintaining strict attention to detail
- 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
How we'll reward you
- Competitive compensation and stock options
- 100% Medical, dental, and vision insurance covered v(75% for dependents)
- Voluntary 401k program
- Flexible vacation policy - take time off when you need it!
- 3x weekly lunch stipend
- Monthly remote stipend - set up your dream office for maximum productivity
- 3x yearly all-company offsites - past destinations included Budapest, Okinawa, and Kuala Lumpur!
- Frequent Tribe-wide events and competitions: hackathons, paint nights, virtual escape rooms, fitness month competitions, cooking challenges, etc.
Rainforest QA is an Equal Opportunity Employer: we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
