Customer Success Manager

Who We Need

We're looking for Customer Success Managers who want to be builders. The ideal candidate has experience managing a book of mid-market and enterprise customers, ideally at a fast-growing SaaS or AI company, and has a track record of building trusted relationships with executive stakeholders. You'll own the long-term relationship with our customers after sales and implementation, partnering with CFOs, Controllers, and finance leaders to deliver scalable, automated solutions on Rillet's AI platform. AI fluency is essential to this role, as you'll guide customers in adopting AI-powered workflows and maximizing the value of the platform. If you enjoy owning strategic customer relationships, getting hands-on with complex products, and driving measurable impact, this role is for you.

We're primarily looking for teammates who are based near our New York City or San Francisco offices, or open to relocating. For this role, we're also open to remote candidates based anywhere in the United States. Our hybrid schedule brings office-based team members together in person on Tuesdays and Thursdays, plus one additional flexible day each week. Some roles may spend more time in the office depending on the needs of the team.

What You'll Do

• Own customer relationships and outcomes: Build deep, multi-threaded relationships across a portfolio of mid-market and enterprise customers. Run success plans, executive business reviews, and recurring meetings so customers get the most out of Rillet.

• Be a builder: Don’t just surface customer problems, solve them. Turn customers’ business and workflow challenges into automated solutions powered by Rillet’s AI, often shipping real product improvements for your accounts within hours of the ask. You don’t need an engineering background, just strong product judgment and the instinct to reach for the tools instead of the ticket queue.

• Bridge product and customer needs: Connect what the product can do with what customers need, so solutions work in the real world.

• Drive adoption, retention, and expansion: Lead trainings to keep customers enabled on the platform. Advise on process optimization, find expansion opportunities, and own renewal health.

• Cross-functional collaboration: Bring front-line customer feedback to founders and Product in close to real time, triage support issues with Engineering, and ensure smooth account handoffs with Implementation.

• Become a Product Expert: Develop deep expertise in Rillet’s AI-native platform and stay current on the latest features and functionality.

• Represent Rillet: You’ll be the face of the company. You’ll bring strong customer empathy and structured problem-solving to make every customer interaction a great one.

Who We're Looking For

• 3+ years of Customer Success experience, ideally managing a book of mid-market and enterprise customers.

• A track record of driving retention, adoption, and expansion across a complex customer portfolio.

• AI fluency: you use AI tools in your daily work, understand what they can and can't do, and can confidently explain AI-powered workflows to customers.

• Comfort working with executive stakeholders and running strategic conversations such as EBRs, success planning, and escalations.

• A technical mindset: you're comfortable configuring software, learning complex B2B SaaS products quickly, and turning customer requirements into workflows.

• Bias to action, ownership mindset, and high attention to detail in a fast-moving environment.

• Nice to have: experience at a fintech, ERP, or finance software company, or familiarity with finance and accounting workflows.

The expected base salary range for this role varies by location:

Tier A: $100,000-$150,000

Your compensation tier is based on your primary work location. You can view Rillet’s compensation zones here.

Final compensation within the applicable range will depend on factors including skills, experience, qualifications, and the scope of the role. This role is also eligible for equity and benefits.

Life at Rillet

• Grow with us. Take meaningful ownership, expand your scope, and make an impact as Rillet scales.