Strategic Customer Success Manager, ROLLER
Management software for the leisure industry
Job no longer available
Management software for the leisure industry
201-500 employees
Job no longer available
201-500 employees
Company mission
To help create experiences that bring joy and happiness to the world.
Role
Who you are
- We are looking for an individual with extensive experience partnering with large, complex enterprise customers to help them achieve their business goals and maximize ROI
- 5-10 years of experience in a Customer Success or related role within the SaaS industry
- Possess a consultative mindset and the ability to understand and address the unique needs of clients, with a demonstrated ability to measure and communicate business value and outcomes
- Strong communication and interpersonal skills, with the ability to build rapport and trust with clients at all levels of an organization
- Proven track record of collaborating across functions to identify and mitigate risks in client accounts, ensuring sustained success and mitigating churn
- Track record of delivering impactful solutions and tangible results for clients, demonstrating a deep commitment to driving customer success
- Exceptional problem-solving abilities and a proactive, solution-oriented mindset
- Technical aptitude and the ability to quickly learn and navigate software applications
- Comfortable with a rapidly changing environment and ability to adapt to evolving processes
- Process-driven mindset with a focus on efficiency and scalability
- Strong interpersonal and communication skills, both written and verbal
- Curiosity and willingness to learn, with a proactive and solution-oriented approach
- Experience working in the leisure and attractions industry is a plus
- You are based in Austin, Texas or San Francisco, California
What the job involves
- We are seeking a passionate and results-driven Strategic Customer Success Manager to join our team at ROLLER
- As a Strategic Customer Success Manager, you will work closely with a small portfolio (1-5) of our largest customers, ensuring their success by providing exceptional support and guidance throughout their customer journey
- Our Strategic Customer Success Managers focus on building and maintaining relationships with critical customer stakeholders, helping our largest customers effectively leverage our product to drive impact in mission-critical areas of their organization
- Relationship Management: Build and maintain trusted relationships with clients, proactively understanding their needs, challenges, and objectives and offering strategic advice to ensure long-term satisfaction and ROI
- Identify and mitigate risk: Proactively identify customer risks, and work closely with internal and customer stakeholders to mitigate risk and drive best-in-class retention
- Facilitate adoption: Identify opportunities to expand the utilization of ROLLER by facilitating the adoption of existing use cases and ensuring maximum value for users
- Product Expertise: Develop a deep understanding of ROLLER's products and services, staying updated on new features and functionalities, and effectively communicate their value to clients
- Voice of the Customer: Gather feedback from clients to understand their evolving needs and preferences, and relay actionable insights to the broader team to inform future enhancements and increased customer satisfaction
- Metrics Tracking: Monitor key performance indicators (KPIs) related to client satisfaction, usage, and retention, and take proactive steps to address any areas of concern
- Industry Engagement: Stay informed about industry trends, best practices, and competitive landscape, and share insights with clients to help them stay ahead of the curve
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 Head of Customer Success 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!
- Offer:
- If all lights are green and the fit feel 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
$53m
LATE VC
Nov 2023
$54m
SERIES C
Total funding: $136.8m
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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