Customer Success Manager
Taken at the midpoint of its range, $100,000/yr, this role pays less than the middle Customer Success opening on the board today ($142k/yr); the usual band for that kind of seat is $113k–$252k/yr.
Against the 5,242 open roles on SaaS sales jobs (typical pay $163k/yr, band $119k–$315k/yr), this one's $100,000/yr sits below the middle. How posted pay is measured.
The posting
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’sCustomer 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.
- 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 beginning working 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 a $90,000-$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.
Benefits
- Medical, dental, and vision insurance
- Breakfast, lunch, dinner, and supplementary food and drink - 6x a week
- Wellness / Gym Benefits
- 401(k) retirement plan
- Commuter benefits
- Relocation assistance
- Take what you need paid time off, not accrual-based
- $1,000 stipend for learning and personal growth
- Tech equipment
Taken from Rilla's own posting, last seen live on 4 Nov 2026.
The application
Your details, LinkedIn and CV, then 9 questions (9 written).
- 1.How'd you hear about us?Written answer
- 2.Out of all the startups building amazing things out there. Why us?Written answer
- 3.At Rilla, we're in the early days of building a multi-generational company. We are one of the fastest growing startups in history with extremely ambitious goals to maintain that growth. Just like the early days of any highly successful compWritten answer
- 4.Please tell us about the time you, most successfully hacked some (non-computer) system to your advantage. (yes... we stole this from YC).Written answer
- 5.What have you built that you're most proud of?Written answer
- 6.What's one of the most interesting things you read this year?Written answer
- 7.What team sports did you play in high school - college?Written answer
- 8.Tell me about a time you failed and what you learned from it. Be totally honest. And give me all the juicy details.Written answer
- 9.Tell me about a time you had a customer that was completely pissed off with you and your company, and you somehow managed to turn the situation around and make them happy.Written answer
From Rilla's apply page, checked 4 Nov 2026.
About Rilla
Sells a mobile app and AI that record, transcribe and score face-to-face sales conversations, bought by sales leaders in home improvement, home building, dental, automotive, senior living and multifamily.
Pay schedule: Base salary plus uncapped commission, with equity on the customer success, enterprise AE, GTM engineer and VP seats; the postings list medical, dental and vision cover, up to 16 weeks of fully paid parental leave, daily meals, open PTO, a $1,000 learning stipend and a rent stipend for staff who move near the New York office.
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