Rally makes it easy for Product, Design, and UX Research teams to talk to their users.

We believe continuous user research is the key to uncovering real problems and honing in on the right solutions. We want to help companies get closer to their users so they can bring better products to market.

User Research is a nascent function at SaaS companies and growing 40% YoY. It’s an underserved segment of the market that relies on disjointed, manual tooling (i.e. spreadsheets) that drive massive inefficiencies in their workflow.

We’re starting by solving the most burning pain point in user research today: recruiting your own users for research. We’re doing this by building the world’s best User Research CRM - a platform that automates outreach, screening, scheduling, incentives, and participant tracking, all in one place.

Read more about our plans for the future of User Research here

Why this role matters

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

As a Customer Success Manager operating as a Customer Research-Ops Partner, you won’t just manage accounts, you’ll be the bridge between researchers and product outcomes. You’ll own onboarding, adoption, renewals, and expansion, while shaping how Rally builds for our customers.

Why you’ll love CS at Rally

• Mission-driven customers: You’ll work with UX researchers, design leaders, and Research Operations Managers - people who value curiosity, empathy, and insight.
• Impact at scale: Your feedback directly influences our roadmap; we design with CSMs as a critical input.
• Autonomy + ownership: You’ll manage a book of business end-to-end (~50 mid-market and enterprise accounts) and design strategies that stick.
• Growth path: As Rally grows, you’ll help define what modern customer success looks like, with opportunities to expand into specialization or roles on adjacent teams.
• Culture of builders: You’ll join a team that values scrappiness, experimentation, and stretching beyond the job description.

In your first 180 days, you will…

• 30 days: Learn Rally, shadow calls, run your first onboarding kickoff, start to take ownership of 5-10 accounts.
• 60 days: Take ownership of another 10–15 accounts, launch an activation playbook, surface 3+ key product insights from customers.
• 180 days: Manage ~50 accounts with measurable improvements in activation, revamp a process to the next level.

What you’ll own

• Onboarding & activation for new customers.
• Ongoing adoption, health monitoring, and renewal/expansion plays.
• Strategic conversations and relationship-building across exec sponsors, champions, and power users.
• Surfacing and synthesizing customer insights to guide product and design.

What we’re looking for

• 3+ years in customer-facing roles: CSM, AM, Implementation/PS, Research Ops, Support lead, Consulting, or equivalent experience.
• Builder mindset: you’re curious, empathetic, and energized by solving ambiguous problems.
• Ability to balance strategy (long-term customer value) with execution (day-to-day touchpoints).
• Strong communication and stakeholder management skills.

Nice to have

• Familiarity with UX research tools and workflows.
• Comfort with live onboarding sessions, technical troubleshooting, or setting up customer workflows.