Director of Customer Success

About the role

Rilla is seeking an exceptional individual contributor ready to step into leadership as Director of Customer Success. You will continue to own key accounts while building and leading a high‑performing CSM team.

Key responsibilities

• Lead, grow, and develop the Customer Success Management (CSM) team, setting high standards for customer knowledge and outcomes.
• Design and own onboarding frameworks, coaching playbooks, and engagement models that drive real customer value.
• Transform CSMs into strategic advisors, coaching them to manage change and set honest expectations.
• Define and track metrics such as adoption, net revenue retention, and account health, establishing operating cadence and accountability.
• Serve as the voice of the customer to product, turning insights into prioritized roadmap feedback.
• Partner with Sales, Product, and Engineering to deliver a seamless customer experience from demo through expansion.
• Encourage the team to leverage AI for prioritizing accounts, early risk detection, and freeing time for high‑touch activities.
• Experiment with new success delivery methods, document results, and scale repeatable motions.

Required profile

• Customer‑obsessed with a focus on delighting customers and solving real pains.
• Infinite learner who constantly seeks growth and embraces discomfort.
• Team player who thrives on giving and receiving feedback.
• Unafraid of failure, willing to take risks and learn from outcomes.
• Extremely focused, prioritizing time and resources for maximum efficiency.

Required skills

• Proven experience building, scaling, and leading high‑performing Customer Success teams.
• Deep understanding of consultative customer success and ability to coach CSMs.
• Ability to develop strategic partnerships at the executive level.
• Track record of creating clear operating cadences, performance frameworks, and a culture of accountability.

What we offer

• Compensation: $160,000‑200,000 base + $200‑300K OTE + equity.
• Medical, dental, vision insurance.
• Parental leave and fertility benefits.
• 401(k) retirement plan.
• Unlimited PTO (non‑accrual based).
• Breakfast, lunch, dinner, and snacks 6 days a week in the NYC office.
• Wellness/gym and commuter benefits.
• Relocation assistance to NYC.
• $1,000 annual learning and development stipend.
• Tech equipment provision.