Senior Manager of Customer Success, ROLLER
Leisure industry management software
Posted today
Leisure industry management software
201-500 employees
Posted today
201-500 employees
Company mission
To help create experiences that bring joy and happiness to the world.
Role
Who you are
- Experience: Minimum 5-7 years in a Customer Success leadership role with a proven track record of meeting revenue goals
- 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 retention, expansion, and partnership
- 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
What the job involves
- The Manager of Customer Success bridges the gap between customer satisfaction and business growth
- This role leads the Customer Success team, aligning customer goals with business objectives to create a cohesive, data-driven strategy that supports strong product adoption, enhances customer experience, and drives growth through customer expansion
- This leader will oversee daily operations, performance, and development of the Customer Success team, focusing on scalable processes, customer insights, and engagement strategies
- They’ll also build close relationships with strategic accounts, turning them into valuable partnerships that benefit both the customer and the company
- Leadership & Strategy: Build, lead, and develop a scalable, customer-centric Customer Success department
- Customer Value & Engagement: Add value to customer relationships through direct engagement and proven approaches, driving desired customer outcomes
- Customer Journey Optimization: Design a data-driven customer journey, ensuring alignment across internal teams, with data hygiene managed by CS Ops specialists
- Metrics & Health Scores: Define and track metrics, health scores, and KPIs at both team and account levels, ensuring performance visibility
- Product Adoption & Retention: Increase product adoption, retention, and satisfaction, while implementing churn-reduction strategies
- Cross-Functional Collaboration: Work with sales and marketing to optimize upsell and cross-sell strategies, increasing ROI and aligning with company growth goals
- Compensation & Performance: Design and implement compensation plans that reward productivity, performance, and achievement of customer and business goals
- 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, Marketing, Billing, and Renewals
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 our VP of Customer Experience
- You will get to meet with our VP of Customer Experience 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 will be given a prompt to prepare a presentation. This is an opportunity to showcase your leadership skills, problem-solving abilities, and how your experience aligns with the role
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
Company
Funding (last 2 of 6 rounds)
Nov 2023
$51.1m
SERIES C
Dec 2022
$18.4m
SERIES B
Total funding: $79.4m
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 values
- Obsess over customer success
- Keep it real
- Make it happen
- Go together
- Raise the bar
- Shake the tree
- Eat the frog
- Play the infinite game
- Live the dream
Company HQ
East Cesar Chavez, Austin, TX
Articles
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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