Customer Success Manager, Rillavoice

• 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
• Experience in world-class customer success management, account management, product management, venture capital, 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

Desirable

• In this role, your mission will be to deeply understand our customers' most pressing challenges, collaborating closely with our engineering and product teams to devise groundbreaking solutions, and leveraging data and financial analysis to achieve account 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
• Facilitate a smooth and successful onboarding experience for customers, ensuring their long-term success with Rilla
• Building relationships with our clients and developing deep empathy for their workflows and requirements. This will involve visiting clients in person
• Surfacing key insights and collaborating with product/engineering to help fill gaps and develop features that push the product forward
• 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