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.
