Strategic Customer Success Manager

About ROLLER

ROLLER is not your average software-as-a-service company. With a global presence in over 30 countries, we’re here to bring some excitement to the leisure and attractions industry and make a difference! Our mission is to help businesses operate smoothly and create fun and memorable guest experiences by providing seamless ticketing, point-of-sale, self-serve kiosks, memberships, and digital waiver processes.

But here’s the best part: our team. We’re a group of 150+ highly passionate, enthusiastic, and down-to-earth professionals located all around the world who are all working together to build something truly remarkable. We’re aiming high and believe that the possibilities are endless. As we continue to grow globally, we’re excited to write our success story and have fun along the way.

We genuinely love what we do, and we’re looking for like-minded people to join us on this amazing journey. If you’re ready to be part of a dynamic team and make a real impact, come aboard, and let’s create some unforgettable experiences together at ROLLER!

About the Role

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. 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. 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. 

California: Targeted salary range is $185,000 - $200,000 USD.

What You'll Do

• 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.

About You

• 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.

Perks!

• Attractive compensation package and benefits.
• You get to work on a category-leading product that customers love in a fun, high-growth industry! Check our Capterra and G2 reviews.
• 20 days of paid time off (PTO), 10 sick days, and 13 paid US holidays.
• 4 ROLLER Recharge days per year (that is 4 additional days of leave that we all take off together as a team to rest and recuperate).
• Claim up to USD $140 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 with a 100% match on contributions up to 5%.
• 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.
• Highly flexible work environment with an All Access pass to WeWork, depending on your location.
• 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!

What You Can Expect

1. 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.
2. 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.
3. 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!
4. Offer
   If all lights are green and the fit feel 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