Customer Success Manager, Director - Retail
Salesforce · Sales & marketing tech
Hybrid: San Francisco, CA
CSMLarge company149 insiders to talk to
Still open · posted 15 days ago
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Customer Success Manager
Rilla · Sales & marketing tech
On-site in New York City; must live near New York City (in-office role) · relocation offered
Customer success$90k–$110k base · $250k OTE
Opens the job on Rilla's own careers site. Some companies ask you to create an account or click through another page first.
At a glance
What you'd actually do: Onboard a portfolio of customers onto a conversation-intelligence app, prove ROI with data, and own net revenue retention and upsell growth.
Pay
$90k–$110k base · $250k OTE
$90-110k base + uncapped commission, total comp up to ~$250k, plus equity
Where you work
On-site in New York City; must live near New York City (in-office role) · relocation offered
Relocation: offered
Selling to
field sales teams, home services companies
How you'd sell
Mostly outbound (cold calls, emails)
Experience asked
Not specified
Tools you'll use
HubSpot, Mixpanel, Planhat, Slack
Your game plan for this job
0 of 5 doneMost people just hit Apply. Do these first and you show up with someone on the inside.
- 1Pick 2–3 people at RillaWe found 34 current reps: 10 SDRs, 20 AEs. SDRs reply the most; they were in your shoes recently. See them ↓
- 2Send a short, curious noteAsk about their experience, not for a referral. We write it for you, with the role and what Rilla sells.
- 3Have a 15-minute chatGood questions for this role:
- What does a normal day look like for you?
- How did you land the job? What stood out in your interviews?
- The role is mostly outbound. How much is calling vs. email vs. LinkedIn?
- The posting mentions HubSpot, Mixpanel, Planhat, Slack. How much of your day is in those tools?
- 4Apply, ideally with a referralIf the chat went well, ask if they'd refer you or point you to the hiring manager. Then apply and let them know so they can flag it.
- 5Prep for the role playSDR interviews almost always end in a mock cold call. Practice with the Rilla cheat sheet and the role-play guide.
Talk to someone at Rilla before you apply
A friendly message to a current rep is the best way to stand out. Ask about their experience, not for a referral.
Full 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.
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