Customer Success Manager

About the role

You own the end to end success of enterprise customers from the first handshake through long term expansion. You translate complex product capabilities into clear narratives that drive adoption and retention at scale. You act as the voice of the customer inside the company, feeding insights directly into product and sales strategy. You are accountable for maintaining and improving our core metric of Net Revenue Retention through proactive relationship management. You partner with sales to identify and execute large upsell opportunities within existing accounts. You bring data and financial analysis to every conversation to prove the tangible value of our conversation intelligence platform. You will spend significant time in the field, visiting clients in person to build deep empathy for their workflows. You are the primary owner of the customer journey, ensuring smooth onboarding and ongoing success at Rilla.

Key facts

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 through in person visits.

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.

Leverage data and financial analysis to uncover expansion opportunities and demonstrate clear value to stakeholders.

Champion customer needs internally, translating feedback into product improvements and strategic action.

Maintain rigorous documentation of customer interactions, outcomes, and health metrics to inform decision making.

Proactively identify risks and advocate for interventions that preserve and grow long term relationships.

Own the end to end lifecycle of key accounts, aligning cross functional teams around shared success metrics.

Partner with sales and product to design and execute initiatives that unlock new revenue streams.

Use qualitative and quantitative insights to refine onboarding playbooks and increase time to value.

Develop compelling narratives that highlight ROI and differentiate Rilla in a crowded market.

Act as an operational backbone for customer health, ensuring timely escalations and issue resolution.

Requirements

Experience in world class customer success management, account management, project management, or operations.

Excellent communication skills, with the ability to translate complex concepts into clear and persuasive language.

You can move, think, act, and learn extremely fast in a high velocity environment.

You have an insane intrinsic drive and hustle that fuels constant learning and performance improvement.

You are energized by building a startup from the very beginning while working exclusively in the office.

You are a customer obsessive who cares deeply about solving client pains rather than chasing vanity metrics.

You are unafraid of failure, taking risks and treating each setback as a chance to learn and grow.

You have an affinity for the unconventional, enjoying the process of rejecting conventional wisdom.

You practice extreme focus, prioritizing time and resources to achieve maximum efficiency.

You thrive in collaborative team environments, giving and receiving feedback to foster collective growth.

You are comfortable working with sales and product teams to align on strategic account goals.

You have a strong work ethic and the discipline to manage multiple priorities in a dynamic setting.

You are committed to data driven decision making and rigorous analysis of customer outcomes.

Nice to have

Familiarity with conversation intelligence products.

Familiarity with G Suite, Slack, Hubspot, Mixpanel, and Planhat.

Familiarity with the home improvement or home services industries.

Practical notes

Work is full_time and based in New York City.

You must be able to work from the office full time.

The role offers comprehensive benefits including medical, dental, vision, wellness, retirement, commuter, and learning stipends.