Customer Success Manager

About Rilla

Rilla is building technology to help map and understand offline activity at scale. The company has developed a leading sales coaching platform for businesses that sell in person, and more than 1,000 customers already use it, including The Home Depot, KKR, Neighborly, and PulteGroup. The business is supported by investors such as Google Ventures, Bessemer Ventures, Crew Capital, and Broom Ventures.

The team works from the office in New York City and is made up of people who move quickly, learn continuously, and care deeply about creating real-world impact.

Role Overview

The Customer Success Manager sits at the crossroads of customers, product, and go-to-market teams. The position focuses on understanding customer challenges in depth, supporting onboarding and implementation, and using data plus financial analysis to expand accounts.

This role is directly tied to customer revenue growth and plays an important part in protecting and improving net revenue retention, one of the company’s core growth metrics.

Key Responsibilities

• Guide customers through a seamless onboarding process and help set them up for long-term success with the platform.
• Develop strong client relationships and build a clear understanding of how they work, including visiting customers on site.
• Track outcomes and explain business impact using product analytics, ROI evaluations, and case studies.
• Support account expansion by using data-backed storytelling and taking ownership of net revenue retention.
• Partner with Account Managers to pursue major upsell opportunities for enterprise clients.

What the Ideal Candidate Brings

• A strong customer-first mindset with a genuine interest in solving client problems and improving their experience.
• A continuous learning attitude and a tendency to seek growth, challenge, and new knowledge.
• Comfort working closely with teammates, giving and receiving feedback, and improving together.
• Willingness to take risks, learn from setbacks, and keep moving forward.
• Openness to unconventional ideas and experimentation.
• Strong prioritization and focus, with the ability to use time and resources efficiently.

Required Background

• Experience in customer success, account management, project management, or operations at a high level.
• Strong written and verbal communication skills.
• Ability to work, think, learn, and adapt very quickly.
• High self-motivation, drive, and persistence.
• Interest in helping build an early-stage startup while working from the office.

Preferred Experience

• Exposure to conversation intelligence products.
• Experience with G Suite, Slack, HubSpot, Mixpanel, or Planhat.
• Background or familiarity with the home improvement or home services space.

Compensation

The company states that it pays at the top end of the market, around the 90th percentile. The package includes a base salary of $90,000 to $110,000, meaningful equity, and uncapped commission. Expected total compensation can reach approximately $250,000, with additional upside based on the company’s growth.

Benefits

• Medical, dental, and vision coverage.
• Breakfast, lunch, dinner, and additional food and drinks provided six days per week.
• Gym membership support.
• Commuter benefits.
• Relocation support.
• Flexible paid time off instead of an accrual system.
• $1,000 stipend for learning and personal development.
• Provided tech equipment.