Manager of Customer Onboarding, ROLLER
Management software for the leisure industry
Open for applications
Management software for the leisure industry
201-500 employees
Open for applications
201-500 employees
Company mission
To help create experiences that bring joy and happiness to the world.
Role
Who you are
- Experience: Minimum 2+ years in a Customer Onboarding leadership role with a proven track record of meeting KPIs. Enterprise customer experience is a plus
- Education: MBA or related graduate degree preferred; technical undergrad and relevant certifications are a plus
- Industry Knowledge: Strong understanding of software, subscription, and renewal-based business models; experience with B2B customer success focused on onboarding, product adoption, and technical implementation
- Communication & Relationship Building: Exceptional communication skills for C-level interactions and relationship development
- Analytical & Goal-Oriented: Strong analytical and project management skills to drive business growth through data-driven strategies
- Preferred: Background in family attractions or entertainment venues
- Successful applicants will be required to complete a background check (including criminal history) prior to commencement of employment
What the job involves
- The Manager of Customer Onboarding bridges the gap between technical onboarding and customer value
- This role will lead one of our AMER-based Training & Implementation teams to deliver a cohesive onboarding and training experience that promotes strong product adoption through technical implementation, platform configuration, and integrations for new customers
- This leader will oversee daily operations, performance, and development of the team, focusing on creating a best-in-class onboarding experience, driving process efficiencies, and developing omni-channel training strategies
- They’ll also build close relationships with strategic accounts, ensuring ROLLER exceeds onboarding expectations and sets a course for long-term success and value
- Leadership & Strategy: Build, lead, and foster a culture of customer centricity and high-performance
- Customer Value & Engagement: Add value to customer relationships through direct engagement and proven approaches, driving desired customer outcomes
- Onboarding Journey Optimization: Design and implement scalable onboarding processes to shorten time-to-value, improve product adoption levels, and enhance customer training experiences
- Metrics & Reporting: Define and track performance metrics and KPIs at both team and account levels, ensuring performance visibility and accountability
- Product Adoption: Increase product adoption through the development of onboarding resources, including scalable training materials and videos
- Cross-Functional Collaboration: Work with Sales and Customer Success to optimize customer hand-offs, increasing onboarding efficiencies and eliminating customer effort
- Relationship Management: Guide team members in maintaining and enhancing customer relationships, with hands-on involvement in key accounts
- Cross-Functional Customer Programs: Lead key Customer Programs requiring collaboration across departments like Sales, Customer Success, Support, and Product
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!
- Presentation
- You'll receive a prompt in advance to prepare a presentation for the team leaders
- Offer
- If all lights are green and the fit feels right, we'll conduct reference checks and you'll receive an offer to join!
Our take
When it comes to digital tools, the leisure industry has been somewhat left behind. So businesses operating attractions generally have to cobble together solutions from ill-fitting CRMs, ticketing systems and spreadsheets. ROLLER exists 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 its platform is highly regarded within the sector for its speed, flexibility and reliability. It is used by its customers to manage over 100 million visitors per year at over 1000 attractions, with billions of dollars in transactions annually.
Over the years, ROLLER has strengthened its position through collaborations, the raising of substantial funds and extensive R&D. In 2025, for example, the company secured $50 million to invest in AI innovation. It also acquired BookNow Software, a UK-based CRM-native booking and operations platform, which strengthens support for its European customers.
Steph
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Oct 2025
$54.4m
LATE VC
Nov 2023
$55.5m
SERIES C
Total funding: $140.5m
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 HQ
East Cesar Chavez, Austin, TX
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.
Salary benchmarks
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