1. Why do you need to hire for this role?

    1. As our customer base in Europe is growing we are looking to enrich our team with another A -player to provide the best possible guidance and support to our customers.
    2. Overall, Rasa is ~90 employees today. We anticipate hiring ~30 new employees this year.
      1. We recently closed our Series C going into 2024. We are putting a heavy investment in Marketing and Sales this year.

  2. More on Series C…

    1. From PayPal
    2. From 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 Organisations consists of two teams of four Customer Success Managers and ten Customer Success Engineers.

  4. Is this a 100% remote role? Yes, but you must sit within / be a resident of one of our European business entities: the UK, Germany, or Serbia. 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 travelling up to 40% 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 organisation 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. What are the first few projects this person can expect to work on?

    1. Creating and leading strategic and yet tactical success plans for your Book of Business to secure retention and growth.
    2. Onboarding our growing client base in Europe.
    3. Help define optimised and automated processes to enable high valuable tasks for the team.

  8. What are the timeline expectations for you to make this hire?

    1. We’d like to hire this role ASAP but we will wait to hire until we find the right candidate. We are ready to move as quickly as we can coordinate scheduling interviews.
    2. Upcoming onboarding dates: …

    <aside> 💡 Here’s a recent clip of Patrick, our CRO, talking about how Rasa builds long lasting customer loyalty in today’s fast paced AI market: https://www.linkedin.com/feed/update/urn:li:activity:7171136215637864448/

    </aside>

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    What did we miss?

    → Send us your questions via this form: https://forms.gle/thMrzwChNTBdT6Ns7

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Interview Processes: All meetings via Zoom