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:
- Collaborate closely with the Account Manager to align on account strategy and drive successful execution.
- Assist in identifying upsell and new project opportunities within existing customers and ensuring seamless handoffs to Account Manager and Field Application Engineer to pursue opportunities.
- Understand and track key performance indicators (KPIs) that measure the effectiveness of customer success initiatives.
Customer Success Strategy & Execution:
- Collaborate within the Customer Success team to develop and refine customer success best practices, methodologies, and playbooks.
- Assisting with the implementation and setup of technology to help us serve our customers at scale.
🎯 What We’re Looking For / Requirements
- Technical degree with at least 5-7+ 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.
- Experience working with on-premise software.
- Experience in autonomous devices, IoT/IIoT, or embedded systems.
- Excellent communication and collaboration skills, working with cross functional teams and initiatives.
- Strong focus on customer needs and an intellectual curiosity about the products that help to meet them.
- Proficiency in English as a second/additional language
- Work Authorization & Clearance: This role requires eligibility for Government security clearance for Aerospace & Defense projects. Clearance eligibility is limited to Singapore Citizens and Permanent Residents, as applicable. Work pass sponsorship is not available for this position.
- Willing and able to travel (up to 20%).
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 in a quickly-scaling, post-sales customer function is preferred.
- Sales experience is a plus.
- Proficiency in a second language (Chinese, Japanese, and/or Korean) is a plus.
- Prior experience building a Customer Success playbook or serving as the first Customer Success hire at an early-stage company — taking Customer Success from 0 to 1.
🌟 What We Offer You
- Flexible working schedule.
- Remote working + Home Office Stipend to cover the costs of working from home.
- 20 days of paid vacation + "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
Real-Time Innovations (RTI) is the data-streaming company for intelligent distributed systems. RTI Connext® software is the critical nervous system for over 2,000 designs across Aerospace and Defense, MedTech, Automotive, and Robotics. Connext is the only real-time data streaming platform that can both control demanding physical systems and integrate them with cloud applications. RTI helps organizations develop, deploy, and scale intelligence and physical AI from edge to cloud, faster. RTI Runs a Smarter World™. 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.
