1. About Rasa
   • Founded: 2016
   • Mission: to empower the world’s largest brands to interpret people’s needs with open and extensible conversational AI
   • Number of Employees: 100
   • Funding: Series C | $70.6M | Andreessen Horowitz, Accel, Basis Set Ventures, PayPal, and others.
   • Enterprise clients, including Swisscom, Providence, AutoDesk, Vanguard, KBC and Blue Cross, Blue Shield, and two of the Top 5 Banks in the world
2. Why Rasa?
   • Developers Love Rasa: With 50M+ downloads as of June 2024, over 900 open-source contributors, 15k+ active members on our community forum, (https://forum.rasa.com/) and over 18k GitHub (https://github.com/RasaHQ/rasa) Stars, there is a thriving and ever-growing community involved.
   • Enterprise Growth: We have a unique approach to the use of language models in conversational customer experiences. In 2023, Rasa introduced the Rasa Platform. Combining pro-code and no-code options, our platform allows cross-team collaboration for smarter and faster AI assistant building to significantly accelerate time-to-value. The engine of our platform is CALM - Conversational AI with Language Models. Our unique approach transparently leverages an LLM-native dialogue engine that makes Rasa a reliable and innovative partner for enterprises seeking to significantly enhance their customer interactions with seamless conversational experiences.
   • Secure & Built to Scale: Rasa is trusted by companies in highly-regulated industries such as healthcare and banking because of their ability to uphold privacy standards and deploy on-prem or on your own private cloud. Rasa is also built to scale with multi-channel customer experience, high-performance architecture, and reusable infrastructure.
   • Huge Market Potential: The global chatbot market was valued at $4.7 billion in 2022 and is projected to reach $15.5 billion by 2028. Specifically, the market for generative AI in chatbots is also growing rapidly. It is expected to reach $1.7 billion by 2033, up from $151 million in 2023
   • World-Class Investors: We’ve raised $70.6M to date, the most recent being a $30m Series C led by PayPal and Stepstone. Some of our earlier investors include Accel, Andreessen Horowitz, Basis Set Ventures, and others.
     • More from PayPal
     • And Stepstone
3. What’s the structure of the current team?
   1. Rasa and our Customer Success team are distributed between North America and Europe.
   2. The Customer Success Organization consists of two teams: (4) Customer Success Managers (+ this hire, makes 5) and (14) Customer Success Engineers (CSE).
4. Is this a 100% remote role? Yes, but you must sit within / be a resident of the USA for this position. In addition, we value our Customer Success Managers to truly know their customers and we believe in in-person collaboration with customers and their teams, which means that we expect our CSMs to be traveling up to 30% of the time (yearly global average).
   1. Rasa was founded as a remote-first company. We offer work-from-home benefits, which include your choice between a work-from-home monthly stipend (baked into your paychecks) or expensing a flex desk at a local co-working space.
   2. Day-to-day, you will be expected to work your local business hours, with the occasional early meetings for those in the USA to overlap with Europe, or occasional evenings for those in Europe to overlap with the USA.
5. What’s exciting about this role?
   1. Customer Success is one of the most critical functions at Rasa. We are uniquely positioned in the center of the organization working closely with Sales, Product and Engineering.
6. What are the top qualities you’re looking for in candidates?
   1. Adaptability and Proactiveness: Since the company is a startup and emphasizes the need for candidates to be comfortable with various tasks, including rolling up their sleeves, an ideal candidate should exhibit adaptability and proactiveness. This includes being able to anticipate customer needs, identify potential issues, and take proactive measures to address them, contributing to the overall success of the customer base.
   2. Strong Communication and Relationship Building: The role requires cultivating and nurturing strong relationships with customers, collaborating closely with them, and acting as a liaison between customers and internal teams. Therefore, exceptional communication skills, both verbal and written, are crucial. Additionally, the ability to establish credibility across all levels of an organization is essential for fostering trust and maintaining long-term partnerships with clients.
   3. Strategic Thinking and Results Orientation: The candidate should demonstrate strategic thinking in identifying opportunities for account expansion, mitigating churn risks, and optimizing customer success processes. They should also have a proven track record of meeting retention targets, growing accounts, and improving customer satisfaction metrics, reflecting a results-oriented approach to driving customer success and overall business growth.
7. Kevin’s, Director of Sales, North America, Management Style:
   • Kevin’s management style blends both quantitative and qualitative approaches. While clear performance expectations are important, he places equal value on continuous learning, growth, and skill development as you work together. He believes everyone benefits from sharing knowledge and learning from one another.
   • Kevin is metrics and data-driven, and believes in the power that data can tell all of us.
   • Kevin is drawn to people who have extreme ownership for the things they do, maintain accountability for themselves and their teams, and those whom lead by example.
   • As an ex-athlete, Kevin has full appreciation for the effort it takes to compete each day. We will celebrate the wins, together, and we will likewise learn from our defeats, which is where the biggest growth often comes from. Be ready to get in the game!
8. What are the timeline expectations for you to make this hire?
   • We are ready to hire for this role ASAP once we find the right candidate.

<aside> 💡 Here’s a (semi but still relevent) recent clip of our CEO, Melissa, on How Rasa’s Startup Culture Contributes to Growth: https://www.linkedin.com/posts/rasa_how-does-rasas-startup-culture-contribute-activity-7176617711202926592-zuyg?utm_source=share&utm_medium=member_desktop&rcm=ACoAAAiI1oIBGGoa4PMjGcmlR4ljbiDo0Wyyw_A

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• Rasa points of contact:

Interview Processes: All meetings via Zoom