Scaled Customer Success Manager, ROLLER
Management software for the leisure industry
Be an early applicant
Management software for the leisure industry
201-500 employees
Be an early applicant
201-500 employees
Company mission
To help create experiences that bring joy and happiness to the world.
Role
Who you are
- 2–3 years of experience in Customer Success or a related role in the SaaS industry
- Proven ability to manage a large customer portfolio (200+) efficiently, using automation and one-to-many strategies to drive outcomes at scale
- Strong communicator — equally comfortable on a 1:1 call or writing to hundreds of customers
- Proactive problem-solver with a sharp root cause mindset and a track record of turning customer risks around
- Comfortable with data, you use metrics to make decisions, not just report on them
- Commercially minded — you understand the link between customer health and revenue, and you've hit or contributed to NRR or retention targets before
- Proficient in Salesforce or a comparable CRM, and comfortable picking up new tools as our tech stack evolves
- Comfortable in a high-growth, fast-paced environment where things change quickly
- Hands-on experience using AI tools (such as ChatGPT, Claude, or similar) to improve workflows, communications, or customer engagement
- Bonus: Experience in the leisure and attractions industry or with franchise groups
- You have a high appetite for Technology and AI and a natural curiosity for how it can transform your work. You’re comfortable using AI tools to automate repetitive 'busy work,' freeing you up to focus on high-impact work
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, with accountability for GRR & NRR within your segment
- Own post-sales relationships across a large portfolio, keeping customers engaged, healthy, and set up for long-term success
- Build trust through scalable channels including webinars, newsletters, business reviews, and proactive outreach, while staying close to customers’ goals and needs
- Understand customer use cases and proactively guide them to get maximum value from ROLLER
- Spot churn risks early and execute targeted interventions before they escalate
- Collect and aggregate customer feedback to surface trends and insights for internal teams
- Identify and act on expansion opportunities within your book of business, partnering with Sales to drive upsells and cross-sells
- Drive adoption of new features through targeted campaigns, training sessions, and scalable content
- Refine scalable customer success programs, leveraging automation and data to engage customers at the right time with the right message
- Partner with the Scaled Program Manager to continuously improve playbooks, workflows, and engagement strategies based on what's working
- Use AI tools to draft communications, analyse customer health data and identify risk signals, so you can engage smarter and work more efficiently across your portfolio
Application process
- Initial Call – Chat with our Talent Acquisition Manager about your experience, goals, and any questions you have
- Interview with Hiring Manager – Meet the hiring manager to dive deeper into your background and the role
- Loop Interview – Connect with the Regional Team Lead of Customer Experience
- Final Interview – You’ll meet with the Regional Director of Customer Experience
- Offer – If it’s a great match on both sides, we’ll conduct reference checks and send over an offer!
- Successful applicants will be required to complete a background check (including criminal history) prior to the commencement of employment
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
$54.3m
LATE VC
Nov 2023
$55.3m
SERIES C
Total funding: $140.2m
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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