Strategic Customer Success Manager - Remote Eligible

Strategic Csm Operating As An Enterprise Customer Research-Ops Partner

Rally is building the future of user research. We help product and research teams run more studies, recruit the right participants, and bring the voice of the customer into every decision.

As a Strategic CSM operating as an Enterprise Customer Research-Ops Partner, you'll be the strategic partner to some of Rally's largest enterprise customers. You'll own executive relationships, drive multi-threaded account plans, and guide a consultative growth motion to help our customers get maximum value from Rally over time.

Why you'll love working with accounts at Rally

• Mission-driven customers: You'll partner with UX research leaders, design executives, and Research Ops teams—people who value curiosity, empathy, and insight.
• High-impact relationships: You'll work on our highest-value accounts, often shaping how global product teams operate user research.
• Strategic influence: You'll map organizations, identify champions and economic buyers, and lead joint success planning that ties Rally's platform to business outcomes.
• Growth mindset: As Rally scales, you'll define what a world-class enterprise account motion looks like—mentoring future AMs and influencing our customer journey.
• Culture of builders: We value scrappiness, experimentation, and collaboration across Product, Success, and Sales.

In your first 180 days, you will…

• 30 days: Learn Rally's platform and customer base, shadow calls, and begin building relationships within 3–5 enterprise accounts.
• 60 days: Become proficient with best practices, common customer goals and how to achieve them, build multi-threaded relationship maps, and identify early expansion opportunities.
• 180 days: Own a book of some of our largest enterprise customers with measurable success in adoption, retention, and revenue growth; deliver a playbook for multi-threading and consultative expansion.

What you'll own

• Strategic account planning and relationship mapping for top enterprise customers.
• Multi-threaded executive and stakeholder engagement (from champions to economic buyers).
• Annual and multi-year growth plans: expansions, upsells, and value-driven renewals.
• Joint success planning that connects Rally's solutions to customers' business priorities.
• Partnering with Customer Success, Product, and Sales to surface insights and influence the roadmap.

What we're looking for

• 4–6+ years in enterprise Consulting, Account Management, Customer Success, or Strategic Sales
• Proven ability to manage complex renewals and expansions with executive-level stakeholders.
• Skilled at consultative discovery, value-selling, and running strategic QBR/EBR type conversations.
• Strong multi-threading, negotiation, and relationship-building skills across technical and business teams.
• Comfort balancing strategic growth planning with hands-on execution and collaboration.

Nice to have

• Familiarity with UX research workflows or experience working with or selling into Product, Research Ops, or Design teams.
• Experience guiding customers through change management or workflow transformation.