Customer Success Manager

1 month ago

New York, United States Rilla Full time
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.

You'll be responsible for:
  • Facilitate a smooth and successful onboarding experience for customers, ensuring their long-term success with Rilla.
  • Build relationships with our clients and developing 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.
Rilla is the leading conversation intelligence software for outside sales. Think solar, roofing, and real estate sales reps.

They talk to customers face to face, our mobile app records their conversations, and our AI automatically transcribes and analyzes their conversations to help them improve their sales.

Our vision is to bring the power of conversation intelligence from the Zoom meeting and the call center to the more than 10M salespeople who work offline.

We're growing 20% MoM, have hundreds of clients, including Fortune 500 companies, Net Revenue Retention above 150%, an NPS higher than the iPhone's, and we are cash flow positive

We are one of the fastest growing startups in the world right now and in history.

We're backed by Byron Deeter (one of the best investors of all time) from Bessemer Venture Partners, the top Cloud investor in the world.

And we're a Cloud 100 Rising Star company.

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 beginnings, working with the team 6 days per week, Sunday - Friday 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 $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.

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