Job description
The Customer Success Team at RTI is dedicated to delivering exceptional customer experiences and driving significant business value. As a Sr. Customer Success Manager, you will build strong relationships with customers, foster successful product adoption and assist in identifying new project opportunities. You will play a crucial role in contributing to RTI’s overall success by driving retention and cultivating loyalty, while supporting revenue growth.
✨ What You’ll Do / Responsibilities
Customer Success and Focus:
- Become a trusted advisor through proactive engagement and guidance to help maximize the value of your customer’s products and services.
- Develop a strong understanding of customers’ organizations and business practices to build relationships with key influencer and decision maker contacts.
- Partner with internal teams (Products and Markets, Services, Marketing) to ensure customers have access to the latest solutions and expertise.
- Monitor customer health, proactively identify and mitigate potential risks to customer satisfaction and experience.
Customer Retention & Expansion:
- Assist in identifying upsell, cross-sell and new project opportunities within existing customers and ensuring seamless handoffs to Account Manager and Field Application Engineer to pursue opportunities.
- Support net revenue retention.
Customer Success Strategy & Execution:
- Collaborate within the Customer Success team to develop and refine customer success best practices, methodologies, and playbooks.
- Understand and track key performance indicators (KPIs) that measure the effectiveness of customer success initiatives.
- Leverage tools and automation to optimize the digital customer journey and assist with serving our customers at scale to help us serve our customers at scale.
🎯 What We’re Looking For / Requirements
- Technical degree with at least 3+ years of experience in a post-sales, customer facing role such as customer success, field application engineering, customer support, customer experience focused program/project management.
- Excellent communication and collaboration skills, working with cross functional teams and initiatives.
- Engage effectively with both business and technical stakeholders, ranging from Developer to C-level.
- Strong focus on customer needs and an intellectual curiosity about products that help to meet them.
- Understands the software development lifecycle.
- Experience in process development and execution.
- US Person requirement *Due to export-control regulations, we can only consider “US persons” for this role. A “US person” is defined by federal law as a US citizen, lawful permanent resident (green card holder), refugee, or asylee. We are not able to provide visa sponsorship or transfer.*
Don’t meet every single requirement? At RTI, we are dedicated to building a fair and inclusive workplace so if you’re excited about this role but your past experience doesn’t perfectly align with all qualifications in the job description, we encourage you to apply anyway! You may be just the right candidate for this or another one of our open roles. Learn more about our commitment to our workforce, here !
💎 Nice To Have / Preferred Skills
- Experience working with on-premise solutions, embedded/real-time systems is preferred.
- Experience in a quickly-scaling, post-sales customer function is preferred.
- Sales experience is a plus.
- Familiarity with deployed software in specialized industry applications (e.g. aerospace & defense, automotive, medical) is a plus.
🌟 What We Offer You
- Flexible working schedule.
- Hybrid working + Home Office Stipend to cover the costs of working from home.
- Flexible Paid Time Off + “Real Vacation Bonus,” an additional bonus for taking more than 1-week of uninterrupted vacation.
- Annual bonus based on individual and company performance + other prizes and awards.
- We recognize employees for their achievements, offer great opportunities for career growth and development, and provide the tools they need to succeed.
💙 How is life at RTI
- We have been certified as a Great Place to Work for six consecutive years both in Spain and the US. In addition, we were listed as one of the Best Companies for Women to Advance.
- We live and work by our core values, which emphasize excellence, teamwork, and reaching your potential. Our motto is “Enjoy the journey,” above all we must enjoy what we do and have fun at work. At RTI, you will work in a positive, supportive, diverse environment with a team that truly cares about you.
- We are defined by our “Working as One” culture and truly care about team’s interaction. That is why we plan trips for teams to get together in person, enjoy fun team-building activities and events, and feel more connected.
🌍 What We Do / About RTI
RTI is the software framework company for physical AI systems, with a mission to run a smarter world. RTI Connext® provides the data architecture for over 2,000 designs in Aerospace and Defense, Medtech, Automotive, and Robotics – running in more than $1T of total deployed systems worldwide. Only RTI combines decades of technical expertise with industry-leading software and tools to develop smarter systems, faster. Learn more at www.rti.com.
RTI is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age status as a protected veteran, or status as a qualified individual with disability.
The compensation range for this role is $70k - $120k a year in Denver, Colorado. The salary range displayed on this job posting reflects a minimum and maximum target. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Please note that this range reflects the base salary target range only, and does not include bonus, equity, or benefits.
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