Customer Success Manager

Raft is building the enterprise AI platform for supply chain - the industry that literally keeps the world moving. We’ve built deep credibility in the supply chain sector, partnering with more than 60 global leaders to eliminate manual processes, unify fragmented systems, and unlock intelligence at scale. Along the way, we’ve raised $45M from Bessemer Venture Partners and Eight Roads to accelerate this mission. With the launch of our next-generation agentic platform, we’re doubling down on our supply chain roots while laying the groundwork to expand into adjacent sectors. Designed to handle messy data, fragmented systems, and people-intensive workflows, our platform is already proving its versatility. **Job Overview:** As a Customer Success Manager, you will operate at an individual level to manage the full customer lifecycle, driving product adoption, advocacy, and relationship management. You will manage a focused portfolio of customers with attention to their lifecycle stages, ensuring detailed follow-ups and a seamless experience. **Day-to-day you will:** • Proactively leverage data from existing sources to identify customer risks or opportunities for growth. • Track and analyze data to inform actionable insights to improve individual customer outcomes and escalate trends as needed. • Handle customer issues effectively without much support, demonstrating expertise in troubleshooting and navigating tools like Jira, HubSpot, and Gainsight. • Maintain historical data and ensure a seamless experience across all customer touchpoints. • Share customer challenges and successes with cross-functional teams, such as Product and Engineering. • Lean on AI for customer health scoring, usage pattern analysis, and proactive outreach recommendations. • Regularly communicate customer feedback to internal teams and participate in QA processes by identifying user experience gaps. **We specifically want someone who has:** • The ability to build strong initial relationships with stakeholders in mid-market customer organizations. • A mindset to strive for enhancing the customer experience by identifying small improvements that can have a big impact. • The ability to handle challenging conversations professionally and with empathy, focusing on maintaining trust. • A collaborative spirit, actively participating in internal forums like standups or Slack and sharing knowledge with teammates. **Why Raft?** Supply chain is the last great industry to be transformed by software. We're here to make it happen — and we need people who grab problems, not assignments. - **We move quickly, and the bar is high.** You won't be handed a roadmap. You'll identify what needs solving, build toward it, and own the outcome end-to-end. - **Impact is the measure.** We don't track activity. We care about what actually moves the needle — for our customers, our product, and the industry we're reshaping. - **The problem is real, and the scale is global.** The supply chain industry moves $19 trillion of goods a year. We're building the AI workforce that makes it run smarter. Your work will matter. - **You'll operate with autonomy.** No micromanagement. No waiting for permission. We hire people who are self-directed and trust them to deliver. - **We're a multicultural team building something unprecedented.** We work with the clarity and urgency of a team that knows what's at stake. If you care about impact and want your work to shape the future of AI supply chain — you'll thrive here.