Customer Success Manager

Does the idea of joining a nurture-based Success team excite you? Are you passionate about creating strong customer relationships and driving customers to successful outcomes through strong relationships, project management, and active communication? Do you have a natural ability to communicate clearly and thrive on proactive outreach? Rockbot is looking for a driven Customer Success Manager to help us enhance our customer experience and drive growth through our customer base. If you’re ready to contribute to a dynamic and innovative team, read on.

As a Rockbot Customer Success Manager, you’ll play a key role in strengthening the relationship between Rockbot and the customers in your segment. Your responsibilities will span multiple areas, including managing customer inquiries through our ticketing system, supporting sales pilots, contributing to strategic CSM initiatives, and driving department-level improvements. This role offers a dynamic mix of opportunities to add value both internally and externally, making a meaningful impact on our teams and customers alike.

The Rockbot team helps businesses, brands, and places succeed by empowering them to deliver better customer experiences and build stronger connections through media in real-world spaces. We are technologists, music lovers, and innovators dedicated to delivering cutting-edge solutions that foster stronger connections between brands and their customers - and we’re having a great time doing it-  Join the rocketship!

You Will:

Customer Relationship Management

• Build and nurture relationships with assigned and inbound customers, serving as their primary point of contact for inquiries, requests, and overall relationship management.
• Develop a deep understanding of customers' business objectives, challenges, and success criteria, documenting key insights in the appropriate internal systems.

Onboarding and Adoption

• Guide customers through onboarding to ensure a seamless and successful implementation of Rockbot’s products and services.
• Provide training, support, and best practices to help customers maximize value and achieve desired outcomes.

Account Management

• Support the overall health and success of your assigned customer segment.
• Work collaboratively with other CSMs to assess and improve the customer experience.

Customer Advocacy

• Act as an advocate for your customer segment, ensuring their needs, priorities, and feedback are represented across internal teams.
• Partner with sales, product, and support teams to address challenges, resolve issues, and enhance customer satisfaction.

Renewals and Retention

• Drive renewals and retention by demonstrating ongoing value and ROI.
• Develop and execute account plans, renewal strategies, and retention initiatives to maintain high customer satisfaction and loyalty.

Upsell and Cross-Sell

• Identify upsell and cross-sell opportunities within existing accounts and facilitate introductions to the sales team when appropriate.

Customer Feedback and Insights

• Gather and analyze customer feedback, insights, and testimonials to inform product development, marketing strategies, and business decisions.
• Conduct regular check-ins, surveys, and reviews to assess satisfaction and identify areas for improvement.

Customer Success Metrics

• Track and analyze key performance indicators (KPIs) such as retention rates, customer satisfaction scores, data hygiene, and documentation accuracy.
• Leverage data insights to identify trends, drive continuous improvement, and enhance the customer experience.

You Have:

• 2 - 4 years of experience managing and developing client partnerships for major brands.
• A proven track record of consistently exceeding product adoption goals.
• A background in project management, with the ability to effectively communicate and collaborate across all levels of an organization, including the C-suite.
• Experience building strong relationships with executives and stakeholders at various management levels.
• A proactive and creative approach to identifying and solving customer pain points, with clear examples of how you’ve diagnosed and resolved challenges.
• Expertise in leveraging data and analytics to drive customer engagement, inform strategy, and optimize success programs.
• Comfort in supporting customers at scale by using automation, technology, and structured processes to enhance efficiency and impact.
• Experience developing training or educational content for diverse audiences, ensuring customers have the resources they need to succeed.

About Rockbot: 

Rockbot empowers businesses to simply and reliably stream the right content to make their guests' experience great with a suite of innovative multimedia solutions - Rockbot TV, Rockbot Digital Signage, Rockbot Music, and Rockbot Audio Messaging. Rockbot is the only platform that unifies the full spectrum of media solutions with an enterprise-grade SaaS platform, enabling them to control, schedule, and monitor any number of locations from our web dashboard and mobile app.

From independent local businesses to large national brands - across 50,000 locations in nearly every industry, including restaurants, bars, retailers, fitness, hospitality, personal care, corporate offices, medical, multi-unit residential, and more, Rockbot provides all the tools & licensed content businesses need.  We are a Series B technology platform, backed by tier-one investors including Google and Universal Music Group, Rockbot is the future of out-of-home media.
For more information visit www.rockbot.com.

Compensation  

Rockbot takes a market-based approach to pay, and pay may vary depending on your location in the U.S. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

The compensation band for this role is $70,000K to $85,000, + variable comp bonus, plus equity, and benefits for all team members.

Our Values

• Accountability: We hold ourselves and those around us accountable. Admit mistakes, learn from them, share information and take ownership.
• Curiosity: Test your beliefs proportional to impact, get feedback from others and be proactive. Learn new things. Have a growth mindset and evolve.
• Empathy: We all have the ability to understand one another. Let's be better together by practicing empathy and understanding for one another. 
• Drive: We pursue our mission with relentless tenacity, passion, and positivity. 
• Ingenuity: We use innovation and imagination to solve tough challenges. We ask why and how quite a bit! We do our best to collaborate to come up with solutions. 
• Integrity: We trust you to do the right thing and act with integrity and Rockbot core values in mind. We’re a team working toward a collective goal.

Rockbot is an Equal Opportunity Employer, but that’s just the start. We believe different perspectives help us grow and achieve more. That’s why we’re dedicated to hiring and developing the most talented and diverse team – which includes individuals with different backgrounds, abilities, identities and experiences.