Customer Success Lead

About the role

Raftelis is seeking a Customer Success Lead to own the post‑sale relationship for Rafio, its AI platform for utilities and local governments. You will guide new clients from kickoff through daily independent use, ensuring integrations drive sustained usage and revenue growth.

Key responsibilities

• Develop client agreements after demos and convert prospects into signed customers.
• Own end‑to‑end onboarding, taking customers from kickoff to confident daily use.
• Scope, build, and troubleshoot integrations between Rafio and customers’ existing systems and data.
• Serve as the primary liaison between clients and the platform team, triaging requests and directing work.
• Drive net revenue retention and expansion by identifying growth opportunities and increasing usage.
• Build repeatable systems, documentation, playbooks, and tooling to scale the function.
• Run customer enablement and education to foster self‑sufficiency.
• Provide product feedback based on real deployments and eventually lead a growing customer success team.

Required profile

• Hands‑on technical ability to scope and wire integrations, work with APIs and troubleshoot connections.
• Experience deploying software in messy, regulated environments (government, education, healthcare, finance, etc.).
• Proven track record of owning a book of business and being accountable for usage and revenue growth.
• Process‑oriented mindset with experience building documentation, self‑service resources, and repeatable playbooks.
• Ability to earn trust with risk‑averse, high‑trust customers.
• Passion for teaching non‑technical users and enabling self‑sufficiency.

Required skills

• API integration
• Technical troubleshooting

What we offer

• Competitive base salary $100,000–$150,000 depending on experience.
• Variable compensation tied to net revenue retention and usage expansion.
• 100% company‑paid medical, dental, vision, life and disability insurance.
• Health Savings Account, Flexible Spending Accounts, and dependent care options.
• 401(k) with company contributions.
• Paid time off, education reimbursement, pet insurance, and long‑term care benefits.