Customer Success Manager, Rogo

• 2+ years of front-office experience at a top-tier investment bank, private equity firm, or hedge fund preferred
• Alternatively, 3+ years of experience in customer-facing roles, including customer success, account management, or related roles. Must be within high-growth, enterprise financial technology companies that sell to investment banking, private equity, and/or other related high finance customers
• 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
• Outstanding project management skills; extremely organized and detail-oriented
• Strong presentation and communication skills, whether impromptu on a whiteboard or using prepared presentations and demos
• Extreme sense of ownership, including the ability to track and follow through on lots of competing work streams that require input from across the organization
• 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 startup
• 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, thoughtful, and kind

Desirable

• Rogo's customer success managers are highly motivated individuals with a proven track record for driving client outcomes
• You’ll own a portfolio of accounts end-to-end, driving initial adoption, value realization, retention, and expansion
• You’ll be the primary partner to both day-to-day users and executive stakeholders, ensuring customers achieve measurable ROI from Rogo and ultimately contributing to bottom-line revenue growth
• Client Relationship Management: Serve as the primary contact for clients with a prescriptive and consultative approach
• QBRs & Executive Alignment: Plan and run QBRs and/or business reviews to align on client goals, roadmap, and next steps
• Renewal Management: Own the renewal process end-to-end, including forecasting renewal timelines, managing stakeholder alignment, and mitigating churn risk
• Customer Health & Retention: Monitor adoption and health signals, quarterback escalations, and prevent churn through proactive engagement and action plans
• Account Strategy: Build success and account plans for each customer (stakeholder map, KPIs, adoption milestones, mutual action plan)
• Grow Bottom-Line Revenue: Use customer performance metrics to identify and deliver on upsell opportunities
• Advocacy and Engagement: Engage users and stakeholders, empowering them to be Rogo advocates within their organizations
• Feedback Loop: Relay client insights back to product and engineering teams, aiding in the continuous improvement of our product and the customer experience