Customer Success Manager, Rotageek
Scaled Accounts
Salary not provided
+ 10% OTE
Gainsight
Mid and Senior level
London
Data informed employee scheduling
Posted today
Data informed employee scheduling
21-100 employees
RetailB2BHRInternal toolsProductivityMachine LearningSaaS
Posted today
Salary not provided
+ 10% OTE
Gainsight
Mid and Senior level
London
21-100 employees
RetailB2BHRInternal toolsProductivityMachine LearningSaaS
Company mission
To help businesses perfectly predict and meet demand by using data-driven tech to effectively and fairly schedule staff.
Role
Who you are
- You Start with People: You care about helping customers achieve real outcomes and enjoy creating experiences that make it easier for them to succeed
- You Own It, Together: You take ownership of scalable customer programmes, collaborate well across teams and stay focused on measurable outcomes
- You believe that Clear Is Kind: You communicate clearly through digital channels and can turn complex product or operational information into useful customer guidance
- You think at scale: You enjoy designing programmes, playbooks and campaigns that support many customers without losing relevance or impact
- You’re data-driven: You can interpret usage data, health scores, NPS feedback, product analytics and support insight to identify opportunity and risk
- You’re technically confident: You’re comfortable using customer success platforms such as Planhat, Gainsight, ChurnZero, Totango or similar tools
- You understand lifecycle engagement: You know how to support customers through onboarding, adoption, feature uptake, renewal readiness and expansion
- You’re a strong communicator: You can create engaging webinars, campaigns, newsletters, training content and customer education initiatives
- You’re commercially aware: You understand how adoption, customer value and product usage can support retention, loyalty and expansion
- You collaborate naturally: You work effectively with Customer Success, Account Management, Implementation, Marketing, Product and Support teams
- You’re proactive and curious: You look for better ways to engage customers, improve outcomes and scale what works
- You care about the product: You bring genuine enthusiasm for Rotageek, workforce management technology and helping customers get more from their investment
What the job involves
- We’re looking for a Customer Success Manager (Scaled Accounts) to help a large portfolio of customers get more value from Rotageek through scalable, data-driven engagement
- This is not a traditional high-touch Customer Success role. You’ll design and deliver digital-first programmes that help customers adopt more of Rotageek, improve usage, realise measurable ROI and stay engaged throughout their lifecycle
- Using customer success platforms such as Planhat, Gainsight, ChurnZero or similar, you’ll create playbooks, campaigns and segmentation strategies that deliver the right engagement at the right time
- You’ll work closely with Customer Success, Account Management, Implementation, Marketing, Product and Support to improve customer outcomes at scale, identify expansion opportunities and build long-term loyalty across a broad customer base
- Let’s be clear from the start: this isn’t a role where success comes from managing every customer through individual meetings. You’ll build the programmes, playbooks and digital experiences that help many customers succeed at once. You are the architect of scalable engagement, the interpreter of customer data and the driver of lifecycle value
- Designing Scalable Customer Success: Creating and executing digital-first customer success programmes that engage a large customer base efficiently and effectively
- Building Lifecycle Playbooks: Creating and managing playbooks across onboarding, adoption, feature uptake, renewal readiness and other key customer moments
- Segmenting Customer Engagement: Using product usage data, health scores and lifecycle stages to deliver relevant guidance, resources and communications
- Delivering One-to-Many Engagement: Running webinars, digital training, campaigns, newsletters and in-product messaging that help customers continuously improve their use of Rotageek and ELMO
- Automating Proactive Guidance: Using automation and playbooks to support customers through onboarding completion, adoption challenges, feature releases and other important milestones
- Monitoring Customer Health: Analysing customer health, usage patterns and engagement data to identify trends, opportunities and potential risks across your portfolio
- Turning Insight into Action: Using customer success platforms, NPS feedback, product analytics and support insight to prioritise engagement and design targeted interventions
- Driving Adoption and Value: Developing scalable strategies that help customers overcome common adoption challenges and achieve their operational goals with Rotageek
- Identifying Expansion Opportunities: Spotting opportunities through increased product usage, feature adoption and evolving customer needs, then collaborating with Account Management to support growth
- Creating Enablement Resources: Developing digital training materials, self-service resources and best-practice guides in partnership with Customer Support and Product
- Promoting Product Value: Sharing new features, best practices and industry insights through targeted digital campaigns that keep customers informed and engaged
- Celebrating Power Users: Identifying and elevating power users within the customer community, and sharing their success stories to inspire broader adoption
- Supporting Customer Transitions: Partnering with Implementation teams to help customers move smoothly from onboarding into long-term adoption and value realisation
- Working Cross-Functionally: Collaborating with Account Management, Marketing, Product, Support, Implementation and Customer Success to improve the overall customer experience
- Managing Customer Risk: Using automated alerts, health scores and engagement signals to identify potential churn risks and trigger early intervention
- Improving Support Alignment: Partnering with Customer Support to create efficient escalation paths and scalable processes that help customers resolve issues quickly
- Continuously Improving the Model: Optimising digital engagement strategies to reduce support burden while improving customer satisfaction and outcomes
Application process
- We usually respond within three days
- 📞Screening Call: Virtual via Google Meet with one of our team to have a friendly chat, learn more about your experience, what excites you about the role, and how you align with our people-first culture
- 💻Competency Interview: Online you’ll meet the hiring manager and we’ll dive into your Customer Success experience, approach to digital engagement, use of data and experience creating scalable programmes. This is also your chance to ask us anything about the role and company
- 🏢Final Stage Interview: In person or virtual, you’ll meet the hiring manager and members of the wider team. It’s a chance to talk through how you would design lifecycle playbooks, manage customer risk and improve outcomes across a large portfolio
Salary benchmarks
Our take
Many businesses still adopt labour-intensive, time-consuming, manual processes, which do not provide staffing metrics. Employee scheduling is often a cumbersome process and manual errors are common. Rotageek's product helps firms predict customer demand, schedule staff and improve operational efficiency.
The company has a strong client list, including Pets at Home and O2 who, along with the rest of its clients, use their software across their UK stores to more effectively schedule staff, provide cover for shifts and to manage leave during busy periods. By allowing user to with the wider company, including HR, payroll and other business functions, Rotageek offers a comprehensive solution.
The global workforce management sector is growing, as more and more companies automate their operations. This should provide a strong tailwind for Rotageek which appears to be going strong in the sector. Its acquisition by ELMO Group in 2025 broadens Rotageek's customer reach, while enhancing it's parent company's rostering and scheduling solutions.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 9 rounds)
Jun 2022
$4.1m
LATE VC
May 2020
$8.2m
LATE VC
Total funding: $23.6m
Company benefits
- Work from home, work from a coffee shop, work where suits you. We also provide global co-working membership if desired
- Unlimited holiday: 25 days holiday + 1 extra on your birthday (excl. bank holidays) — We believe plenty of holidays set us up for success so allow annual leave requests above this as part of our unlimited leave policy
- £250 WFH setup budget + all the hardware you need
- Enhanced parental leave
- Private medical insurance with Vitality and support for mental health
Company HQ
Holborn, London, UK
Leadership
Chris McCullough
(CRO & Co-Founder)Has a PhD in Genetics after completing a Medicine degree at Edinburgh
Nick Mann
(Head of IT Ops/Integrations & Co-Founder)An IT professional with over 25 years experience in both development, architecture and project management.
Share this job