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Rally UXR · 18 hours ago

Customer Success Manager

United States

Full-time

Remote

Mid, Senior Level

$115K/yr - $130K/yr

3+ years exp

Rally UXR is a User Research CRM that assists product, design, and research teams in effectively communicating with their users. The Customer Success Manager will be responsible for managing post-sales activities for mid-market and enterprise customers, ensuring successful onboarding, adoption, and long-term value from the Rally platform.

CRMSaaSSoftware

Responsibilities

Own end-to-end post-sales success for a portfolio of ~50 mid-market and enterprise customers, driving healthy product adoption and long-term value

Lead customer onboarding and implementation, designing clear activation plans

Monitor account health and usage data to identify risks and opportunities, then run targeted plays to improve activation, retention, and expansion

Build and deepen relationships with executive sponsors, champions, and power users, tying Rally to measurable business outcomes

Own renewals and expansion motions across your book of business, collaborating with Sales as needed to meet and exceed revenue targets

Act as the voice of the customer internally, synthesizing qualitative and quantitative feedback to influence our product roadmap and overall customer experience

Continuously refine and document Customer Success playbooks, processes, and best practices as we scale the Customer Experience function

Qualification

Customer Success ManagementB2B SaaS ExperienceData-Driven MindsetUX Research ToolsAccount ManagementEmpathyCommunicationOrganizational SkillsProblem Solving

Required

3–5 years in customer-facing roles (Customer Success, Account Management, Implementation/Professional Services, Research Ops, or similar), ideally within B2B SaaS serving mid-market or enterprise accounts

Proven experience managing a book of business of approximately $2M+ ARR, including ownership of renewals and expansions with executive buyers and key stakeholders

S-tier organization skills and the ability to juggle multiple accounts, strategies, and projects while maintaining high quality and follow-through

A data-driven mindset; you're comfortable using qualitative and quantitative signals to assess account health, prioritize actions, and measure value realization

Excellent communication and facilitation skills, including leading live customer trainings, onboarding sessions, and value-focused executive conversations

A builder's, owner's mindset—curious, empathetic, proactive, and energized by solving ambiguous problems in a fast-moving startup environment