Customer Success Manager

Gray Calendar Icon Published: November 7, 2019

The Rancher Labs team is seeking a Customer Success Manager to work with our customers in EMEA. This role is responsible for driving adoption of Rancher technology in a number of named accounts. Success of this role is defined by the customer deriving value from Rancher, renewing their support contracts, and finding expansion opportunities within existing accounts.

Our ideal candidate will have excellent communication skills, with an ability to develop lasting customer relationships, combined with some technical background, preferably in the container orchestration or Dev/Ops areas. Most importantly, the candidate must be excited about working with our customers to ensure successful adoption of Rancher technology throughout the organization.

Your responsibilities as the Customer Success Manager will include:

  • Working with customers to deliver an exceptional on-boarding experience, realize the full value of Rancher and ensure that they achieve success in their business goals
  • Managing the Customer Success Onboarding Plan with new customers
  • Conducting customer kick-off, QBRs and recurring update meetings
  • Tracking customer KPIs aligned with their business to show success
  • Ensuring any account issues are resolved quickly, utilizing resources from across Technical Support, Sales, Field Engineering, etc.
  • Functioning as the voice of the customer and providing internal feedback on how Rancher can better serve our customers and advocating for customer Requests for Enhancement
  • Managing the contract renewal process, as well as owning the quota for the assigned customers’ book of renewal business and expansion goals, and managing the opportunity and forecast process within Salesforce

Other Job Responsibilities include:

  • Maintaining an excellent understanding of the Rancher Labs portfolio of products
  • Understanding complimentary technologies, such as Docker, Kubernetes, etc.
  • Meeting or exceeding quarterly and annual renewal and expansion targets
  • Establishing, growing and maintaining long term relationships with customers
  • Demonstrating excellent customer service skills through all levels of communication

We prefer a Bachelor’s degree. The ideal candidate has experience and skills that includes:

  • 3-5 years of experience working in a Customer Success, Support or similar role in related technologies
  • Preferred - familiarity with DevOps and CI/CD software
  • Preferred - familiarity with containers and container orchestration (Rancher, Kubernetes, Docker, Mesos)
  • Preferred – proficient in speaking English, ideally in combination with speaking French
  • Excellent aptitude for learning
  • Ability to set and maintain goals and achieve quota
  • Clear written and verbal communication skills
  • Organization with a system for keeping track of multiple customers, projects and requests
  • Enthusiasm for working in a startup environment
  • High-energy, self-motivated and passionate

To succeed in this role, you will need to be able to work closely with commercial customers to help them understand the impact Rancher can deliver for their business. This role will be part of the Rancher Customer Success team, and will be compensated based on a combination of base salary and commission. Rancher Customer Success Managers should expect only periodic travel.

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