Customer Success Manager
At a glance
Mid-level Customer Success role at Rilla. Brooklyn · full-time · $90,000–$110,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Guide customers through onboarding and implementation so they can succeed with Rilla over time
- Visit clients in person to understand their workflows, needs, and operational challenges
- Use product data and financial measures to show impact through ROI work and case studies
- Grow accounts with data-backed storytelling while owning net revenue retention
- Work with Account Managers on major enterprise upsell opportunities
What you bring
- Hands-on experience in customer success, account management, project management, or operations
- Strong communication skills and the ability to move, think, act, and learn quickly
- A strong drive to improve daily and contribute while building a startup from its early stage
Who this fits
This role suits a customer-focused operator who enjoys solving client problems, learning quickly, taking risks, and using data to support account growth. You’ll work onsite in Brooklyn and visit clients in person. The role is full-time and offers relocation assistance.
From the employer
A Foundational Company
Rilla builds the leading conversation intelligence software for offline commerce. Salespeople talk, our mobile app records the conversation, and our AI transcribes and analyzes it to make them better at their jobs. We’re bringing the technology of the 21st century’s most innovative companies to the more than 10 million salespeople who work face to face.
We’ve grown from zero to $55M+ in ARR in four years, and we’re profitable. We sell to enterprises like The Home Depot, KKR, Neighborly, and PulteGroup. We’re backed by Google Ventures, Bessemer Venture Partners, Crew Capital, and Broom Ventures.
We hire people with high agency and high urgency. We’re in-office because the best work happens when ambitious people are in the same room.
The Role
Rilla’s Customer Success Team sits at the unique intersection of customers, product, and go to market. In this role, your mission will be to deeply understand our customers' most pressing challenges, collaborate closely with our sales and product teams to successful onboard and implement Rilla, and leverage data and financial analysis to achieve account growth.
Your contributions will be instrumental in driving our customers' revenue growth and align their success with Rilla's growth. You will play a critical role in maintaining one of our key metrics - Net Revenue Retention - an important component of Rilla's ongoing growth and success.
What You'll Do
Facilitate a smooth and successful onboarding experience for customers, ensuring their long-term success with Rilla.
Build relationships with our clients and develop deep empathy for their workflows and requirements. This will involve visiting clients in person.
Measure and communicate impact through the use of product analytics and financial metrics, including ROI analyses and case studies.
Drive customer account growth through persuasive storytelling supported by data, taking ownership of the NRR metric.
Coordinate with our Account Managers to drive large upsell opportunities for enterprise customers.
Who You Are
A customer obsessive. Someone who deeply cares about delighting clients and solving their pains, not about vanity metrics.
An infinite learner. You are always looking to learn more and learn faster. You feel uneasy when you get complacent, and you’re constantly seeking discomfort.
A team player. You love giving and receiving feedback and learning and growing as a team.
Unafraid of failure. You take risks. You see failure as an opportunity to learn, grow, and be better the next time. In a weird way, you trick your brain into being excited when you fail because it means you get a new opportunity to learn more.
Affinity for the unconventional. You get a kick out of rejecting conventional wisdom. And you’re not afraid to try weird, crazy, and quite possibly stupid ideas.
Extremely focused. You practice extreme focus in everything you do. You’re always looking to prioritize your time and resources to maximum efficiency.
What We Need
Experience in world-class customer success management, account management, project management, or operations.
Excellent communication skills.
You can move, think, act, and learn extremely fast.
You have an insane intrinsic drive and hustle in you that makes you want to learn more and do better every day.
You're energized by building a startup from the very beginning working in the office.
What We’d Like
Familiarity with conversation intelligence products
Familiarity with G Suite, Slack, Hubspot, Mixpanel, and Planhat
Familiarity with the home improvement or home services industries
Compensation
Our compensation philosophy is that we always pay top of the market, 90th percentile. What that means is a $90,000-$110,000 base, significant equity, and uncapped commission. This leads to an expected total compensation of up to ~$250,000 with significant upside due to Rilla’s trajectory, and this doesn't even account for the plethora of additional benefits.
Benefits
Medical, dental, and vision insurance
Breakfast, lunch, dinner, and supplementary food and drink — 6x a week
Wellness / Gym Benefits
401(k) retirement plan
Commuter benefits
Relocation assistance
Take what you need paid time off, not accrual-based
$1,000 stipend for learning and personal growth
Tech equipment
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