Overview

A Bit About Us

RStudio creates great software that helps people understand data and make better decisions in real-world applications. We create open-source data science software that is free for anyone in the world to download and use free of charge, as well as our complimentary professional software suite that enables organizations to author, share, and manage data science applications securely and at scale. Our customers are leading-edge innovators in analytics, machine learning, big data, and similar domains and generally work in R and Python.

50% of the Fortune 1,000 use RStudio to solve their most difficult business problems.

The Opportunity

RStudio is seeking a Manager, Scaled Customer Success to lead a growing team of Customer Success Associates who work with a high number of emerging accounts across all industries, many of whom are small and medium-sized businesses. You will play a key role in designing digital first processes that enable customer success at scale. To do this, you’ll leverage automation, product knowledge, and awareness of the broader needs of data scientists to create customer-centric playbooks that drive adoption, renewal and expansion. You will partner cross functionally with the other Customer Success Team Leaders, Product and Support teams to ensure customers get the most from our game-changing insights and products. Beyond enabling customer success, you’ll be in a unique position to help your team of Customer Success Associates grow and improve through mentorship, coaching, and management.

What you will own:

  • Hiring, coaching and development of  individual contributors on your team
  • Managing our emerging client relationships at the point of onboarding to drive on-going realized value against measurable long-term strategic goals to ensure long-term success
  • Developing new ways to approach internal & external processes associated with one-to-many customer success service model
  • Leveraging thought leadership to drive wide-scale product adoption across your customer base
  • Understanding our customer’s business needs deeply and how to leverage RStudio solutions to help them grow

What you will assist with:

  • Establishing and executing against a Customer Success Plan that ensures value delivered for the customer over time and the adoption of contracted RStudio pro solutions across key user groups based on confirmed Use Cases
  • Working closely with Sales colleagues to support business reviews, ensure renewal of annual recurring revenue, and identify and support growth across an assigned portfolio of clients
  • Capturing Impact Stories to document Customer Use Cases and associated business impact and ROI
  • Providing feedback to cross functional teams to inform process improvement and platform offerings
  • Partnering with the Technical Support team and Solutions Engineers to support onboarding activities and ongoing Customer Education
  • Understanding and actively participate in strategic customer team initiatives that align with company objectives

Within 1 month, you will…

  • Complete your orientation and onboarding week
  • Listen and learn from shadowing calls of CSAs and the rest of the CS team
  • Hold 1:1s with the CSA team and your management colleagues
  • Review existing CS playbooks and processes

Within 3 months, you will…

  • Start design of scaled CS playbooks, drawing on your experience and impressions of RStudio so far, and furthered through thoughtful, in-depth discussions among colleagues and stakeholders
  • Coach your team towards achieving the shared Gross Dollar Retention target as agreed upon
  • Use what you’ve learned through orientation, experience with RStudio customers, and your past experience to draft a Scaled Customer Success Playbook, asking thoughtful questions about the existing playbooks to inform your design

Within 6 months, you will…

  • Execute the scaled CS playbook to deliver success to customers, facilitate on-time renewals, and identify growth opportunities within your team’s book of business
  • Begin to implement process and automation for the CSA team
  • Create documentation to help the CSA team handle common escalations
  • Partner with the recruiting team to recruit, hire, and train new CSAs

Within 12 months, you will…

  • Continue to develop, test, and iterate scaled CS engagement plays for continuous improvement as the company grows

About us:

  • We welcome all talented colleagues and are committed to a culture that represents diversity in all its forms.
  • We prioritize giving ourselves â€śfocus time” to get deep work done. We minimize meetings and attempt to operate asynchronously.
  • We are a learning organization and take mentorship and career growth seriously. We hope to learn from you and we anticipate that you will also deepen your skills, influence, and leadership as a result of working at RStudio.
  • We operate under a unique sustainable business model: We have over 50% of our engineering dedicated to creating free and open source software.  We are profitable and we plan to be around decades from now.

Notable:

We offer competitive compensation with extensive human-first, people-focused benefits to prioritize your personal and financial well-being.

  • 100% of medical, dental, and vision insurance premiums are covered for employees and their families! Fertility and gender-affirming healthcare is included in all of our plans.
  • Supplemental mental health and wellness benefits are available via Ginger even if you don’t opt in to our insurance plans, including Ginger for teen family members.
  • RStudio’s gender-neutral paid parental leave policy covers all new parents, including foster and adoptive parents.
  • Our 401k matches up to 50% of the maximum employee contribution after six months.
  • An annual profit-sharing bonus for employees recognizes our team’s contributions to company performance across the year.
  • We are a 100% distributed team. You are also welcome to come into our Seattle or Boston offices.
    • Our remote office allowance includes:
      • $1000 home office allowance plus an additional $800 for equipment
      • Up to $400 monthly reimbursement for coworking space rental
  • We provide a flexible environment with a generous vacation policy that encourages a minimum of four weeks PTO per year plus 13 paid company holidays.

RStudio is committed to being a diverse and inclusive workplace. We encourage applicants of different backgrounds, cultures, genders, experiences, abilities, and perspectives to apply. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sexual orientation, gender, gender identity, age, physical disability, or length of time spent unemployed.

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