Rilla
Director of Customer Success
New York City · Director
Sponsorship not specified$160k-$200kDetected 35 days ago
Machine LearningSalesforceCustomer SuccessCadenceMentoring
About the role
- You're on the way up, with everything to prove, and you'll outwork anyone.
- At Rilla, leaders are second-class citizens.
- You work for your team, not the other way around.
Responsibilities
- Push your team to use AI in their own work: prioritizing accounts, catching risk early, and freeing up time for the high-touch work that actually moves a relationship forward.
- Experiment on purpose. Test new ways to deliver success, write down what works, and turn it into a repeatable motion that scales as we grow.
- You put your team first, always. Their growth is the scoreboard you actually care about, and you'd trade your own spotlight for their wins every time.
- You develop people intentionally: you invest in each CSM's growth, give direct feedback, and create the conditions for your team to do the best work of their careers.
- Lead, grow, and develop the CSM team.
- Coach them to manage the change that comes with a new habit, set honest expectations, and help customers rethink how they coach and sell.
- Partner across Sales, Product, and Engineering to give customers one seamless experience from first demo through expansion, and clear the internal friction that slows accounts down.
Compensation
- Breakfast, lunch, dinner, and snacks 6 days a week in our NYC office
- Relocation assistance to NYC
- $1,000 annual learning and development stipend
- Tech equipment
- $160,000-200,000 + 200-300K OTE + equity
Benefits
- Define the metrics that matter (adoption, ridealongs run, net revenue retention, account health) and build the operating cadence and accountability to track and move them across the whole book.
- Set a high bar for how deeply they know each customer, the health of every account, and the outcomes they drive, and coach them hard to clear it.
- Medical, dental, and vision insurance
- Parental leave
- 401(k) retirement plan
- Fertility benefits
- Gym membership
- Commuter benefits
- Unlimited PTO (not accrual-based - take what you need)
Company info
- A customer obsessive. You deeply care about delighting customers and solving their pains, not about vanity metrics.
- An infinite learner. You're 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. You're excited by the unconventional.
- Extremely focused. You practice extreme focus in everything you do. You're always prioritizing your time and resources for maximum efficiency.
- Design and own how Customer Success actually runs at Rilla: the onboarding frameworks, coaching playbooks, and engagement models that get customers to real value and make your team the reason they stay.
- Turn your CSMs into real advisors, not ticket-takers. Coach them to manage the change that comes with a new habit, set honest expectations, and help customers rethink how they coach and sell.
- Be the clearest voice for what customers need from the product. Turn your team's account-level insight into sharp, prioritized feedback that shapes the Rilla roadmap.
- Be the clearest voice for what customers need from the product.
This listing is sourced directly from Rilla's careers page and normalized into a canonical job model.