Customer Success Manager

Rillet is seeking Customer Success Managers to own post-sale relationships with mid-market and enterprise customers using its AI-powered finance platform. The role focuses on customer outcomes, AI workflow adoption, retention and expansion, and connecting customer needs with product and engineering teams.

Responsibilities:

• 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

Requirements:

• 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
• AI fluency is essential to this role, as you'll guide customers in adopting AI-powered workflows and maximizing the value of the platform
• 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