Customer Success Manager

About Raft

Raft is pioneering an enterprise AI platform devoted to revolutionizing supply chain management—the backbone industry that ensures global movement of goods. With partnerships spanning over 60 international leaders, Raft aims to eliminate tedious manual tasks, integrate disparate systems, and harness large-scale intelligent insights. The company has secured $45 million in funding from notable investors such as Bessemer Venture Partners and Eight Roads to accelerate its mission. Their innovative agentic platform is crafted to handle complex data, fragmented infrastructures, and labor-intensive operations, and is poised to expand into complementary industries.

Role Overview

The Customer Success Manager will independently oversee the entire customer lifecycle, fostering product adoption, advocacy, and sustaining strong client relationships. Handling a dedicated portfolio, this role ensures attentive lifecycle management with thorough follow-ups for a smooth customer journey.

Key Responsibilities

• Utilize existing data proactively to detect customer risks and identify opportunities for business growth.
• Analyze customer data trends to derive actionable insights, escalating significant patterns.
• Resolve customer issues efficiently with minimal assistance, demonstrating proficiency in tools like Jira, HubSpot, and Gainsight.
• Maintain accurate historical data to guarantee consistency across all customer interactions.
• Facilitate communication of customer successes and challenges to internal teams including Product and Engineering.
• Leverage AI technology for assessing customer health, usage trends, and supporting proactive engagements.
• Convey customer feedback regularly to internal parties and contribute to quality assurance by highlighting user experience deficiencies.

Desired Qualifications

• Proven ability to establish strong foundational relationships with stakeholders within mid-market customer organizations.
• A continuous improvement mindset aimed at enhancing customer experiences through minor yet significant optimizations.
• Capable of managing difficult conversations with professionalism and empathy, always prioritizing trust.
• Collaborative approach, actively engaging in team discussions such as daily standups and sharing insights through communication platforms.

Why Join Raft?

• Supply chain is ripe for transformation, and Raft offers the chance to solve meaningful, impactful problems end-to-end without strict roadmaps.
• Performance is measured by actual impact rather than mere activity, focusing on changes that move the needle for customers, product, and industry.
• The global supply chain manages $19 trillion in goods yearly, and Raft’s AI workforce will help optimize this vital system.
• Work autonomously with no micromanagement—you are trusted to determine priorities and deliver results.
• Join a multicultural team with a clear and urgent focus on shaping the future of AI in supply chain.