Customer Success Manager

Role at a glance

As a Customer Success Manager, you’ll help our customers run better user research and bring the voice of the user into every product decision.

• What: Your work will directly shape how modern product, design, and research teams connect with their users and scale high-quality research.

• Impact: You’ll join our Customer Experience team and partner closely with Product, Design, Research, and Go-To-Market partners.

• Team: You’ll work with UX researchers, design leaders, and Research Operations managers—mission-driven customers who value curiosity, empathy, and insight.

• Work style: Remote-first within the United States, with regular async collaboration and optional in-person team onsites.

About Rally UXR

Rally is the User Research CRM that helps product, design, and research teams talk to their users quickly, safely, and at scale. Our platform automates the unglamorous parts of research—participant recruitment, outreach, screening, scheduling, consent, and incentives—so teams can spend more time learning from customers and less time wrestling with spreadsheets and manual workflows.

We’re trusted by UX, product, and research teams at companies like Google, Adobe, Figma, GitLab, MongoDB, Webflow, and others who use Rally to make research a continuous input into product decisions.

User research is still an emerging capability inside many organizations and has historically relied on disjointed tools and manual processes. Rally exists to fix that: we’re building the infrastructure layer that makes high-quality research easier to run, easier to scale, and impossible to ignore.

We’re backed by leading investors including Y Combinator, Stage 2 Capital, and Canapi Ventures, and we’re growing quickly as more teams realize that continuous research is a competitive advantage.

About the team

Rally Customer Experience is a highly collaborative, user-obsessed group focused on making research smoother for both our customers and their participants.

• We work closely with UX Researchers, Research Ops leaders, designers, and product managers at some of the world’s most user-centric companies.

• We use Rally to build Rally - talking to our own users frequently, running studies on our platform, and feeding insights straight into the roadmap.

• We favor small, empowered teams, high ownership, and a tight feedback loop between customers, product, and engineering.

The opportunity

Rally is in the middle of a massive shift in how companies run user research: from ad-hoc, one-off projects to continuous learning that informs every product decision. In this role, you’ll help define what that future looks like—for Rally as a product and for the teams who rely on us to run research at scale. You’ll join at a stage where we have a strong product-market fit, a fast-growing customer base, and plenty of hard, interesting problems left to solve.

As our Customer Success Manager operating as a Customer Research-Ops Partner, you’ll own all post-sales activities across a portfolio of mid-market and enterprise customers, from onboarding and activation to renewals and expansion. You’ll be the bridge between researchers and product outcomes, surfacing insights that directly shape how we build Rally.

What you’ll do

• Own end-to-end post-sales success for a portfolio of ~50 mid-market and enterprise customers, driving healthy product adoption and long-term value.

• Lead customer onboarding and implementation, designing clear activation plans.

• Monitor account health and usage data to identify risks and opportunities, then run targeted plays to improve activation, retention, and expansion.

• Build and deepen relationships with executive sponsors, champions, and power users, tying Rally to measurable business outcomes.

• Own renewals and expansion motions across your book of business, collaborating with Sales as needed to meet and exceed revenue targets.

• Act as the voice of the customer internally, synthesizing qualitative and quantitative feedback to influence our product roadmap and overall customer experience.

• Continuously refine and document Customer Success playbooks, processes, and best practices as we scale the Customer Experience function.

What you’ll bring

• 3–5 years in customer-facing roles (Customer Success, Account Management, Implementation/Professional Services, Research Ops, or similar), ideally within B2B SaaS serving mid-market or enterprise accounts.

• Proven experience managing a book of business of approximately $2M+ ARR, including ownership of renewals and expansions with executive buyers and key stakeholders.

• S-tier organization skills and the ability to juggle multiple accounts, strategies, and projects while maintaining high quality and follow-through.

• A data-driven mindset; you’re comfortable using qualitative and quantitative signals to assess account health, prioritize actions, and measure value realization.

• Excellent communication and facilitation skills, including leading live customer trainings, onboarding sessions, and value-focused executive conversations.

• A builder’s, owner’s mindset—curious, empathetic, proactive, and energized by solving ambiguous problems in a fast-moving startup environment.

Nice to have

• Familiarity with UX research tools, methodologies, and Research Ops workflows.

• Experience running onboarding or implementation for technical products, including basic troubleshooting and configuring customer workflows.

• Background partnering directly with UX Researchers, Design leaders, or Product teams.

• Demonstrated empathy, customer advocacy, and the ability to translate customer needs into clear internal narratives and action plans.

If you’re excited about Rally and this role but don’t meet every requirement, we’d still encourage you to apply! We’re interested in what you can do, not just what you’ve done.

How we work

Rally is a remote-first company with teammates across the US and Canada. We default to async communication, use clear written documentation to keep everyone in the loop, and reserve meetings for collaboration, decision-making, and relationship building.

• Remote-first: Work from anywhere in the US, with core collaboration hours that overlap across US time zones.

• In-person connection: We bring people together for periodic team or company on-sites to build relationships, do deep-dive strategy work, and celebrate wins.

• High ownership: You’ll have real responsibility from day one and a lot of trust to figure out the best way to get to outcomes.

• Customer-driven: We talk to users constantly and use those insights to drive decisions across Product, Design, Engineering, and Go-To-Market.

Compensation & benefits

Base salary range (US): $115,000 – $130,000 USD per year. This range reflects the minimum and maximum target for new hires in this role across the United States. Within the range, individual pay is determined by factors such as job-related skills, experience, and location.

Additional compensation: This role may be eligible for variable compensation (such as an annual bonus and/or equity awards) in accordance with Rally’s applicable plans. Any such compensation is not guaranteed and is determined at Rally’s discretion under the terms of those plans.

Benefits for US-based full-time employees currently include:

• Competitive compensation and meaningful equity

• Flexible / unlimited PTO policy

• Medical, dental, and vision insurance

• Paid parental leave

• 401(k) retirement plan

• Home office set-up support

• Monthly remote work stipend

• Quarterly in-person team or company gatherings

Benefits may vary based on role, level, and location, and are subject to change as Rally grows.

Our hiring process

While the exact steps can vary by role, here’s what you can generally expect:

• Initial conversation: A short call with our recruiting team to learn more about your background and share more about Rally.

• Hiring manager interview: A deeper conversation about the role, your experience, and what success looks like in the first 6–12 months.

• Exercise and presentation/whiteboarding session: Conversations with future teammates and cross-functional partners, plus a practical exercise aligned with the day-to-day work.

• Team and cross-functional conversations: Time with leadership and/or key partners to answer your remaining questions.

We’ll share details at each stage so you know what’s coming and how to prepare!

Rally strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity across our team. Our salary ranges are based on competitive market data for our size, stage, and industry, and may adjust over time as the market evolves.

Rally is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, veteran status, or any other legally protected characteristic.

We’re committed to providing reasonable accommodations to candidates with disabilities throughout the application and interview process. If you need support or an adjustment at any point, please email us at [email protected] and let us know how we can help.

This job description is intended to describe the general nature and level of work for this role. It is not a complete list of all responsibilities, duties, and skills required. Employment with Rally is “at will,” which means either you or Rally may terminate the employment relationship at any time, with or without cause or notice, subject to applicable law.