Scaled Customer Success Manager

3 weeks ago

Austin, United States ROLLER Full time

**About ROLLER**:
ROLLER is not your average software-as-a-service company. With a global presence in over 30 countries, we're here to bring some excitement to the leisure and attractions industry and make a difference Our mission is to help businesses operate smoothly and create fun and memorable guest experiences by providing seamless ticketing, point-of-sale, self-serve kiosks, memberships, and digital waiver processes.

But here's the best part: our team. We're a group of 150+ highly passionate, enthusiastic, and down-to-earth professionals located all around the world who are all working together to build something truly remarkable. We're aiming high and believe that the possibilities are endless. As we continue to grow globally, we're excited to write our success story and have fun along the way.

We genuinely love what we do, and we're looking for like-minded people to join us on this amazing journey. If you're ready to be part of a dynamic team and make a real impact, come aboard, and let's create some unforgettable experiences together at ROLLER

**About the Role**:
We are seeking a passionate and results-driven Scaled Customer Success Manager to join our team at ROLLER. This is an exciting new role within the company, offering a unique opportunity to help build out and implement a strategy for our SMB segment. As a Scaled Customer Success Manager, you will manage a broad portfolio of customers, ensuring their success by providing exceptional support and guidance through a one-to-many approach. We are looking for an individual with experience in efficiently scaling customer success efforts and helping customers achieve their business goals.

**What You'll Do**:

- **Relationship Management**: Build and maintain trusted relationships with a broad client base through webinars, newsletters, and scalable communication channels, proactively understanding their needs, challenges, and objectives to ensure long-term satisfaction and ROI. Conduct 1:1 engagements for key interventions when needed, providing personalized support to high-priority customers.
- **Strategy Development**: Partner in creating and executing a comprehensive strategy tailored for our SMB segment, including developing scalable processes and playbooks that drive customer success and maximize product adoption.
- **Identify and Mitigate Risk**: Proactively identify customer risks through data analysis and engagement metrics, working closely with internal teams to mitigate risk and drive best-in-class retention. Develop targeted intervention strategies for at-risk customers to address their specific needs and concerns effectively.
- **Facilitate Adoption**: Identify opportunities to expand the utilization of ROLLER by facilitating the adoption of existing use cases, conducting training sessions, and creating resources that ensure maximum value for a wide range of users. Run 1:many success programs to impact target customer groups efficiently.
- **Product Expertise**: Develop a deep understanding of ROLLER's products and services, staying updated on new features and functionalities, and effectively communicate their value to clients through scalable educational content.
- **Voice of the Customer**: Gather feedback from a diverse client base to understand their evolving needs and preferences, relaying actionable insights to the broader team to inform future enhancements and increased customer satisfaction.
- **Metrics Tracking**: Monitor key performance indicators (KPIs) related to client satisfaction, usage, and retention on a broad scale, taking proactive steps to address any areas of concern through automated systems and scalable interventions.
- **Industry Engagement**: Stay informed about industry trends, best practices, and the competitive landscape, sharing insights with clients through scalable formats to help them stay ahead of the curve.
- **Playbook Development**: Create and refine playbooks tailored for SMB customers, detailing best practices and strategies for maximizing product value. Ensure playbooks are easily accessible and actionable for customers, enhancing their overall experience and success.
- **Targeted Interventions**: Design and implement targeted interventions for customers who might be at risk, utilizing data-driven insights to address specific issues. Work with internal teams to develop personalized action plans that help at-risk customers overcome challenges and achieve their goals.

**About You**:

- 3-5 years of experience in a Customer Success or related role within the SaaS industry.
- Proven experience in developing and executing customer success strategies, particularly for SMB segments.
- Experience managing a large portfolio of customers (200+), with the ability to scale customer success efforts efficiently and effectively.
- Strong communication and interpersonal skills, with the ability to build rapport and trust with clients at all levels of an organization through scalable communication methods.
- P

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