Scaled Customer Success Manager

About ROLLER

ROLLER is a global software-as-a-service company designed to help businesses in the leisure and attractions industry operate more efficiently and deliver great guest experiences. ROLLER helps its customers offer amazing guest experiences through a full suite of venue management features. We are a fast-growing global company with customers in over 30 countries and a wide array of industries like theme parks, museums, zoos, trampoline parks, water parks, aquariums, and wake parks - to name a few!

At the heart of ROLLER is our team - which consists of 200+ highly energetic, driven, intelligent, and humble professionals, all contributing to help build a great and enduring business. We truly believe that the sky's the limit for us, and we are well on our way toward becoming a global success story. But most of all, we love what we do, have a great time doing it, and are looking for like-minded people to join us on this amazing journey!

About the Role

We seek a passionate and results-driven Scaled Customer Success Manager to join our team at ROLLER. This exciting new role within the company offers a unique opportunity to help build and implement a strategy for our SMB segment. As a Scaled CSM, you will manage a broad portfolio of customers, ensuring their success through a mix of high-touch and one-to-many engagement strategies. You will be pivotal in customer retention, adoption, and growth, driving efficiency through scalable processes and automation.

This role requires a proactive approach to identifying growth opportunities, fostering strong relationships, and collaborating closely with cross-functional teams, including Sales, Product, and Marketing, to ensure our customers achieve their business objectives.

What You'll DoCustomer Engagement & Retention:

• Manage post-sales activities for an extensive customer portfolio, ensuring satisfaction and long-term retention.
• Build and maintain trusted relationships with clients through webinars, newsletters, and scalable communication channels, proactively understanding their needs and objectives.
• Provide basic training and articulate how customers can maximize the value of ROLLER to achieve their business goals.
• Identify potential risks within accounts and execute intervention strategies to mitigate churn.
• Conduct business reviews when necessary to showcase the impact of our solutions.

Customer Expansion & Growth:

• Identify and execute growth opportunities within your customer base, collaborating with sales to drive expansion.
• Articulate customer growth plans, set expectations, and celebrate success stories.
• Facilitate adoption and expansion of product features through scalable content, training sessions, and engagement campaigns.

Program Development & Optimization:

• Execute scalable customer success programs, leveraging automation and data-driven engagement strategies.  Work with the CS Operations team to optimize the Scaled customer success program with feedback and recommendations.  
• Analyze customer data and engagement metrics to refine and enhance success playbooks for SMB customers.
• Gather feedback from customers to inform future enhancements and increase satisfaction.
• Stay updated on industry trends, sharing insights to help customers stay ahead of the curve.

About You

• 1-2 years of experience in Customer Success or a related role within the SaaS industry.
• Proven experience using customer success strategies, particularly for SMB segments.
• Ability to manage 200+ customers efficiently and scale success efforts using automation and one-to-many approaches.
• Strong communication and interpersonal skills, with the ability to build rapport and trust through scalable channels.
• Demonstrated ability to identify and mitigate customer risks, ensuring long-term retention.
• Track record of delivering impactful solutions, demonstrating a commitment to driving customer success.
• Strong problem-solving skills and a proactive, solution-oriented mindset.
• Technical aptitude and ability to quickly learn and navigate software applications.
• Experience in a fast-paced, high-growth environment with adaptability to evolving processes.
• Experience in the leisure and attractions industry or franchise groups is a plus.

Perks!

• Attractive compensation package and benefits.
• You get to work on a category-leading product that customers love in a fun, high-growth industry! Check our Capterra and G2 reviews.
• 20 days of paid time off (PTO), 10 sick days, and 13 paid holidays.
• 4 ROLLER Recharge days per year (that is 4 additional days of leave that we all take off together as a team to rest and recuperate).
• 16 weeks paid Parental leave for primary carers and 4 weeks paid Parental leave for secondary carers.
• Engage in our ‘Vibe Tribe’ - led by our team members; you can contribute to company-wide initiatives directly. Regular events and social activities, fundraising & cause-related campaigns... you name it. We're willing to make it happen!
• Team member Assistance Program to proactively support our team's health and well-being, access to coaching, education modules, weekly webinars, and more.
• Highly flexible work environment with an All Access pass to WeWork, depending on your location.
• Work with a driven, fun, and switched-on team that likes to raise the bar in all we do.
• Individual learning and development budget plus genuine career growth opportunities as we continue to expand!

What You Can Expect

1. Initial call with our Talent Acquisition Manager
   You'll have an initial call with our Talent Acquisition Manager to chat through some of your experience to date, salary expectations and you can check off any initial questions you might have.
2. Interview with the Hiring Manager
   You'll get to meet with the hiring manager to learn more about the role & ROLLER whilst also talking through your experience in more detail.
3. Loop Interviews
   This is where you will get to meet our wider ROLLER team to do a 'vibe check' on us to make sure our culture & vibe meet what you are looking for!
4. Offer
   If all lights are green and the fit feels right, we'll conduct reference checks and you'll receive an offer to join!
   

Successful applicants will be required to complete a background check (including criminal history) prior to commencement of employment