Customer Success Manager

As a CSM at Rainforest QA you'll play an integral role in our success by nurturing growing accounts and building long-term relationships that result in thriving businesses and happy teams! You'll help steer customers towards seamless implementation, usage, and adoption of Rainforest. Read more about the role and requirements below.


What you’ll do

  • Own customer onboarding, helping to implement Rainforest and get customers to a place where they can effectively use the product
  • Educate customers on best practices to help them optimize the value of Rainforest
  • Provide coaching and training to improve adoption and usage of Rainforest within the customer organization
  • Build value-based relationships with customers ensuring alignment on key goals, from executive sponsor to individual contributor
  • Identify successful customers and turn them into advocates and promoters as measured by referrals, NPS scores, and participation in case studies, webinars and blogs
  • Partner with Sales to help ensure renewal and expansion opportunities are identified and closed successfully
  • Bring insightful product feedback and recommendations from customers back the Product Team
  • Iterate on and contribute to processes and best practices for delivering top-notch training and guidance to our customers

What we’re looking for

  • 2+ years as a Customer Success Manager within a fast-growing SaaS technology company
  • Experience owning the full customer lifecycle and ownership for the success or failure of a customer
  • 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
  • Someone not afraid to dig into complex issues and get their hands dirty
  • Candidates who take a high degree of ownership in their work
  • 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
  • Communication style that is engaging and professional
  • Process-focused approach with strong problem-solving ability. Someone always on the lookout for better ways to do things
  • Experience with the following customer engagements:
  • Onboarding of new customers
  • Creating structured programs to drive adoption
  • Customer Training
  • Creating & executing against a success plan
  • Executive business reviews (aka QBRs)

Bonus points for

  • Experience working with a technical customer
  • Upsell and renewal management experience

How we'll reward you

  • Competitive compensation and stock options
  • 100% Medical, dental, and vision insurance covered (50% for dependents)
  • Voluntary 401 k program
  • Daily catered lunch and snacks
  • Subsidized commuter benefits
  • Generous vacation time
  • Professional development, in-office career coaching, and conference attendance
  • Dog friendly offices
  • Whatever desk setup you need to get your job done
  • Weekly team activities like happy hours, in-office yoga, and much more

OUR COMMITMENT TO DIVERSITY AND INCLUSION

At Rainforest QA we believe that diverse teams improve our business. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.

Meet Some of Rainforest QA's Employees

Edward P.

Software Engineer

Day in and day out, it’s Edward’s job to make sure that the Rainforest experience is the best that it can be for each and every customer through innovative engineering.

Sharon L.

Business Operations

Sharon’s main duty in business operations is to ensure that all of Rainforest’s employees are always having a positive experience working for the company.


Back to top