Scaled Customer Success Manager, ROLLER
Leisure industry management software
Posted today
Leisure industry management software
201-500 employees
Posted today
201-500 employees
Company mission
To help create experiences that bring joy and happiness to the world.
Role
Who you are
- 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
- Successful applicants will be required to complete a background check (including criminal history) prior to commencement of employment
What the job involves
- 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
- 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
- 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
- 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
Application process
- 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
- 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
- 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!
- Offer: If all lights are green and the fit feels right, we'll conduct reference checks and you'll receive an offer to join!
Salary benchmarks
Our take
Attractions have been somewhat left behind compared to other industries when it comes to digital tools. Operating in a space between traditional businesses, hospitality venues and live events, they generally have to cobble together solutions from ill-fitting CRMs, ticketing systems, and spreadsheets. Founded in 2011, ROLLER aims to improve this situation by providing an all-in-one platform for managing guest experiences at attractions from trampoline parks to medieval fairs.
ROLLER is unique in its focus on the leisure and attractions industry and has built an all-in-one cloud-based platform that is highly regarded within the sector for its speed, flexibility and reliability. The platform is used by its customers to manage over 100 million visitors per year at 1,200 attractions, with $4 Billion in transactions annually.
Recently, the company has strengthened its position through a number of partnerships. These collaborations, alongside substantial funding, push ROLLER to offer even more innovative solutions to its clients. As the industry continues to recover and evolve, ROLLER is ready for sustained growth and an expanding influence in the sector.
Steph
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Nov 2023
$50.1m
SERIES C
Dec 2022
$18m
SERIES B
Total funding: $77.7m
Company benefits
- Four ROLLER Recharge days per year (that is four additional days of leave that we all take off together as a team to rest and recuperate)
- Claim up to $120 work-from-home expenses per month
- 16 weeks paid Parental leave for primary carers and 4 weeks paid Parental leave for secondary carers
- Free Medical Insurance
- 401(k) Plan
- 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
- 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!
Company values
- Obsess over customer success
- Keep it real
- Make it happen
- Go together
- Raise the bar
- Shake the tree
- Eat the frog
- Play the infinite game
- Live the dream
Company HQ
East Cesar Chavez, Austin, TX
Articles
Leadership
Luke Finn
(Co-Founder & CEO)Prior to co-founding ROLLER they were an Analyst at Fulton Hogan.
Mark J Finn
(Co-Founder & CFO)Currently also a Mentor at Techstars and a Member of the Tech Council of Australia. Was previously Global Transformation Advisor at PwC. Before that was an Analyst for Macquarie Group.
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