Senior Customer Success Manager

The role:

You are the one constant in the customer's journey, and you own the relationship.

Sales closes the deal, delivery deploys, support resolves issues, product builds. Teams come and go by phase; you stay from signing through every renewal. You are the customer's main point of contact, you know the executives who sign the contracts, and you bring in the right Rafay team at the right time. When something breaks, you are the first call, and you move with urgency until it is fixed.

This is a hands-on, high-ownership role. You will carry a book of neocloud and telco customers in your region and report to the VP of Customer Success.

What you'll do:

Own the relationship at every level

• Build relationships beyond the project team with executive sponsors, contract signers, technical leads and end users.
• Keep a current stakeholder map for every key account, and run executive business reviews with the people who make renewal decisions.
• Act as the voice of the customer inside Rafay, and the voice of Rafay to the customer's leadership.

Be the main point of contact from day one

• Join Sales for a joint handoff at signing on every new customer, before delivery starts.
• On existing accounts, take over as primary contact immediately so delivery engineers can move on to new deployments.
• Run a structured handoff covering the success plan, stakeholder map, open issues and usage baseline.

Drive tickets to closure and escalate

• Track every open support ticket in your book, and push support and engineering until it is resolved.
• Escalate to Rafay leadership when a ticket stalls or puts the customer's business at risk.
• Lead root cause analyses (RCAs) after major incidents, and close the loop with the customer.

Act with proactive urgency

• Watch usage, health and sentiment, and act the same day on warning signs: a usage drop, an unhappy stakeholder, a stalled ticket.
• Tell the customer what is being done before they have to ask.

Deliver measurable value

• Agree on success criteria and business outcomes with each customer at handoff, and turn them into a success plan you own.
• Drive onboarding and adoption so customers get their AI infrastructure into production and in use, fast.
• Track adoption, utilization and outcomes, and show the customer the value they are getting in every executive business review.
• Hold a regular cadence of calls and reviews, and prepare renewals well ahead of term.
• Capture feature requests as clear user stories for Product.

Find and grow expansion

• Spot expansion signals early: usage approaching capacity, new data centers or regions, new teams or use cases, and new executive priorities.
• Build account plans with the Account Executives, and qualify and hand over expansion opportunities.
• Turn successful outcomes into references and case studies that help win the next deal.

Your book

• Size.
  Roughly 10–20 accounts, weighted so that larger customers take more of your time.
• Customer types.
  Neoclouds, telcos and sovereign AI providers building out AI infrastructure, plus a set of long-standing enterprise customers that need renewal and escalation coverage.
• Lifecycle mix.
  Many of your accounts will be newly signed or newly live, so you will take over relationships as they come out of delivery.

What you bring:

Minimum qualifications

• 7+ years in customer-facing roles, including at least 3 years in post-sales customer success or technical account management for infrastructure or cloud platforms.
• A track record of owning enterprise relationships up to the VP and C-level, including people who sign contracts.
• Experience running escalations end to end: getting engineering to move, keeping the customer informed, and closing the loop.
• A track record of delivering measurable customer value and growing accounts through renewals and expansion, working closely with Sales.
• Working knowledge of cloud and data center infrastructure, enough to earn credibility with technical teams.
• Clear, direct executive communication, written and spoken.
• A bias for urgency: you act on problems before you are asked.
• Willingness to travel within your region to meet customers in person.
• Bachelor's degree in a technical or business field, or equivalent experience.

Preferred qualifications

• Experience with neocloud, GPU cloud, HPC or AI infrastructure customers.
• Familiarity with the NVIDIA AI stack, GPU scheduling and multi-tenant platforms.
• Experience with telco or service-provider customers.
• Experience quantifying customer value and building business cases (ROI, TCO).

Why join Rafay

Rafay helps neoclouds and telcos build and run AI infrastructure, the foundation for the next generation of cloud and AI services. You will help build a new Customer Success team and shape how it works from the start. We offer a collaborative environment that rewards creative thinking, real career growth, good work/life balance, a competitive salary, strong benefits and stock options.