Raftelis

Customer Success Manager

• Develop client agreements after demos and established interest, converting prospects into signed customers
• Own end-to-end customer onboarding from kickoff to confident, independent daily use
• Serve as primary liaison between clients and the platform team
• Quarterback customer requests, triage issues, and direct work to appropriate team members
• Deploy the platform in customers' real-world environments
• Scope, build, and troubleshoot integrations with customers' existing systems and data
• Drive growing usage, identify expansion opportunities, and act on them
• Own net revenue retention and expansion targets
• Earn and protect customer trust by ensuring outputs are correct and defensible
• Build scalable customer success systems, including self-service resources, documentation, onboarding playbooks, training, and tooling
• Run customer enablement and education
• Translate deployment observations into prioritized product feedback for engineering
• Build and lead the customer success team as the customer base grows
• Report directly to the Chief Technology Officer
• Perform other duties as assigned

Customer Success Lead