Customer Success Manager

We're building Al thought partners to make people smarter and more creative, accelerating the creation and sharing of knowledge in financial services. We're unabashedly ambitious, and we're dead set on building the biggest Financial AI company in the world. Our team is lean, smart, and enormously ambitious. We're growing fast out of our beautiful office in NYC.

WHY JOIN ROGO?

• Exceptional traction: strong PMF with the world's largest investment banks, hedge funds, and private equity firms.

• World-class team: we take talent density seriously. We like working with incredibly smart, driven people.

• Velocity: we work fast, which means you learn a lot and constantly take on new challenges.

• Frontier technology: we're developing cutting-edge AI systems, pushing the boundaries of published research, redefining what's possible, and inventing the future.

• Cutting Edge Product: Our platform is state-of-the-art and crazily powerful. We're creating tools that make people smarter, reinventing how you discover, create, and share knowledge.

Role

As the Founding Customer Success Manager, you’ll play a critical role in setting up customer success & support functions at Rogo. Your work will be instrumental in establishing processes around guiding our clients through their journey with Rogo.

• Success Metrics Management: Establish processes & best practices for tracking, maintaining, and interpreting key KPIs. 

• Drive Engagement Initiatives: Utilize adoption rates, usage metrics, and other key indicators to drive client satisfaction and high ROI.

• ROI Measurement: Use metrics and customer insights to enhance Rogo’s understanding and articulation of our value proposition for users in quantitative and qualitative terms.

• Customer Health Monitoring: Use analytics and feedback to maintain customer satisfaction, ensuring readiness for renewal and expansion opportunities.

• Advocacy and Engagement: Engage users and stakeholders, empowering them to be Rogo advocates within their organizations.

• Strategic Implementation and Training: Lead the integration of Rogo into client workflows, ensuring seamless adoption and optimal use throughout customers’ lifecycles.

• Client Relationship Management: Serve as the primary contact for clients with a prescriptive and consultative approach and delivering a superior customer experience.

• Feedback Loop: Relay client insights back to internal teams such as the Financial AI Strategist and Product Teams, aiding in the continuous improvement of our product and the customer experience.

Qualifications

• 2–5+ years of experience in customer success within a high-growth, enterprise financial services company 

• Proven track record in analyzing customer performance metrics and delivering strategic recommendations to drive business outcomes and improve processes

• Skilled in owning and managing customer relationships, including upsell and renewal conversations to maximize customer value

• Confident communicator with strong strategic planning and relationship management skills, adept at engaging with and influencing stakeholders across all levels in real time

WHO YOU ARE

• You thrive in fast-paced environments. You are high-intensity and care a lot about what you do, and you're ecstatic to work at a start-up

• You are ambitious. You have fun solving problems that others think are impossible.

• You are curious. You find joy in learning about AI, technology, and finance

• You are an owner. You are autonomous, self-directed, and comfortable working with ambiguity

• You are collaborative, organized, and thoughtful.