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About the Role

This role is for an exceptional individual contributor transitioning into leadership, specifically for a top-performing Customer Success Manager, Account Manager, or success-minded seller. The leader will own accounts, manage critical renewals, and run tough QBRs, leading by example. The primary responsibility is to build and lead a high-performing team, clearing obstacles, fostering team growth, and ensuring every customer achieves value and continues to grow.

Responsibilities

Lead, grow, and develop the CSM team, setting high standards for customer knowledge, account health, and outcomes.
Design and own Customer Success operations, including onboarding frameworks, coaching playbooks, and engagement models.
Coach CSMs to be real advisors, manage change, set honest expectations, and help customers rethink coaching and selling.
Define and track key metrics (adoption, ridealongs run, net revenue retention, account health) and build operating cadence and accountability.
Act as the clearest voice for customer product needs, translating team insights into prioritized feedback for the Rilla roadmap.
Partner across Sales, Product, and Engineering to ensure a seamless customer experience and clear internal friction.
Push the team to use AI in their work for prioritizing accounts, catching risk early, and freeing up time for high-touch interactions.
Experiment with new success delivery methods, document findings, and create repeatable, scalable motions.

Requirements

Prioritize team growth and success.
Experience building, scaling, and leveling up high-performing CS teams.
Ability to create clear operating cadences, performance frameworks, and a culture of accountability.
Proficiency in consultative customer success and developing this skill in others.
Ability to coach CSMs to set accurate expectations, uncover customer goals, and drive results.
Experience building teams that act as credible, strategic partners at the executive level.
Ability to coach CSMs to earn trust and manage change for team adoption.
Commitment to intentional people development, including investing in CSM growth, providing direct feedback, and fostering career-best work.
Customer-obsessed, focused on delighting customers and solving their pains.
Infinite learner, continuously seeking knowledge and growth.
Team player, valuing feedback and collaborative development.
Unafraid of failure, taking risks and learning from setbacks.
Extremely focused, prioritizing time and resources for maximum efficiency.

Skills

Early hire at a fast-growing startup
Experience with customers in construction, home improvement, or home services
Sold software into construction, home improvement, or home services (e.g., ServiceTitan, Salesforce, Lasso, Buildertrend, BuildOps, Housecall Pro)
Worked on software for non-tech, offline, or blue-collar industries (e.g., Flexport, Veeva)
Worked on a behavior-change, coaching, or enablement product
Coached teammates on the side

Location

NYC office
New York City

Work Type

Full-time
Onsite

Experience Level

Senior
Leadership

Salary/Compensations

$160,000 - $200,000 base salary
$100,000 - $300,000 On-Target Earnings (OTE)
Equity

Benefits

Medical insurance
Dental insurance
Vision insurance
Parental leave
Fertility benefits
Breakfast, lunch, dinner, and snacks 6 days a week in NYC office
Gym membership
Commuter benefits
Relocation assistance to NYC
Unlimited PTO
$1,000 annual learning and development stipend
Tech equipment

About the Company

Rilla builds leading conversation intelligence software for offline commerce.
Their mobile app records conversations, and AI transcribes and analyzes them to improve salesperson performance.
The company brings 21st-century technology to over 10 million face-to-face salespeople.
Rilla has grown from zero to $55M+ in ARR in four years and is profitable.
They sell to enterprises like The Home Depot, KKR, Neighborly, and PulteGroup.
Rilla is backed by Google Ventures, Bessemer Venture Partners, Crew Capital, and Broom Ventures.
The company hires individuals with high agency and high urgency.
Rilla operates with a principle of high-speed reinforcement learning, aiming for rapid improvement.