Customer Success Manager

Job description

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