Senior Customer Success Manager, ROLLER
London
+ Performance bonus
Leisure industry management software
Open for applications
Leisure industry management software
201-500 employees
Open for applications
+ Performance bonus
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 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 or franchise groups is a plus
What the job involves
- We are seeking a passionate and results-driven Senior Customer Success Manager to join our team at ROLLER
- As a Senior Customer Success Manager, you will work closely with a portfolio of our most complex customers - primarily large franchise networks - ensuring their success by providing exceptional support and guidance throughout their customer journey
- Our Senior 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
Salary benchmarks
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.
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