Director of Customer Success

Director of Customer Success at a fast-growing startup leading the CS function. You will lead, grow, and develop the CSM team, design and own how Customer Success runs at Rilla (onboarding frameworks, coaching playbooks, engagement models), and coach CSMs to become strategic partners at the executive level. You’ll manage key accounts, renewals, and expansions, define and track metrics (adoption, net revenue retention, account health), collaborate cross-functionally with Sales, Product, and Engineering to deliver a seamless customer experience from first demo through expansion, and drive a culture of accountability, growth, and high performance. You will hire and coach team members, set operating cadences, and push the team to leverage AI to prioritize accounts and mitigate risk, all while maintaining a hands-on leadership style and owning accounts personally when needed. Compensation includes base salary with substantial OTE and equity, relocation assistance to NYC, and a comprehensive benefits package.