Senior Customer Program Manager, ROLLER
Strategic Accounts
3 days a week in office
Leisure industry management software
Be an early applicant
Leisure industry management software
201-500 employees
Be an early applicant
3 days a week in office
201-500 employees
Company mission
To help create experiences that bring joy and happiness to the world.
Role
Who you are
- You have 10+ years of experience managing complex, multi-stakeholder projects from kickoff through delivery, ensuring alignment to business outcomes, not just timelines
- You excel at working across Sales, Solutions Engineering, Implementation, and Product teams, keeping everyone coordinated and focused on the customer
- PMP, PgMP, PMI-ACP, PRINCE2, or equivalent certifications are strongly preferred. You demonstrates formal training in project governance, risk mitigation, and stakeholder management
- You're confident leading external meetings, steering committees, and status updates with senior stakeholders, and can drive accountability without escalating friction
- You’ve partnered with Sales and technical teams to draft Statements of Work that are clear, achievable, and aligned to both the customer’s goals and internal delivery capabilities
- You bring strong organizational skills and process orientation, with the ability to manage multiple workstreams and deadlines without losing sight of the details
- You understand how to tie implementation activities back to measurable business outcomes and are comfortable translating strategy into execution plans
- You thrive in fast-paced environments where not everything is defined, and you know how to create structure, solve blockers, and move work forward
- You’re experienced with project management platforms (e.g., Asana, Smartsheet, or similar), CRM tools (e.g., Salesforce), and ideally have familiarity with customer data and reporting tools
- You act like an owner. You don’t wait to be told what to do—you anticipate needs, raise flags early, and take initiative to drive outcomes
What the job involves
- As a Senior Customer Program Manager – Strategic Accounts within our onboarding team, you’ll ensure executional excellence, value realization, and cross-functional alignment throughout the customer lifecycle—from pilot discovery to scaled deployment
- You’ll orchestrate strategic pilots and implementations, drive customer accountability, and standardize playbook execution
- Manage the full lifecycle of strategic pilots and implementations, from pilot or partnership kickoff through post-implementation wrap-up, ensuring timelines, scope, and success criteria are met
- Act as the central point of coordination between Sales, Business Value Consultants, Implementation, Sales Engineering, and Marketing to deliver cohesive, outcome-driven customer experiences
- Facilitate regular project updates, steering committee meetings, and escalation calls with both internal teams and customer stakeholders to ensure alignment and accountability
- Work closely with Business Value Consultants to operationalize ROI frameworks—ensuring teams are delivering toward measurable outcomes that align with the value promised pre-sale
- Collaborate with Sales and Solution Engineers to define the scope, deliverables, timelines, and resourcing requirements for SOWs. Ensure SOWs are aligned with customer expectations, technical feasibility, and business outcomes
- Collaborate with technical and implementation teams to ensure data sources, integrations, and reporting structures are in place to accurately track pilot outcomes and success metrics
- Identify roadblocks and surface them early to the appropriate teams. Own mitigation strategies to keep pilots on track and aligned with strategic goals
- Develop and continuously improve project templates, governance structures, handoff playbooks, and success frameworks that can scale across verticals and deal sizes
- Partner with Account Executives to ensure pilots are set up to transition into expansion, renewals, or full rollouts with value stories and performance evidence already in place
- Participate in executive reviews and support the AE in presenting results, recommendations, and next steps to key customer stakeholders
- Work with Product Ops, GTM Systems, and other stakeholders to improve visibility, reporting, and automation of project management workflows
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
- Technical Assessment: You will receive a take-home technical assessment to evaluate your data import and data manipulation skills
- 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!
- Successful applicants will be required to complete a background check (including criminal history) prior to commencement of employment
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
$50.5m
SERIES C
Dec 2022
$18.2m
SERIES B
Total funding: $78.4m
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.
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