Scaled Customer Success Manager

ROLLER
Austin, TX
Category Sales
Job Description
ROLLER is seeking a Scaled Customer Success Manager to join its team. The role will involve managing a large customer portfolio, driving customer engagement and retention, and expanding customer growth through targeted campaigns and automation.

Requirements

  • 2–3 years of experience in Customer Success or a related role in the SaaS industry
  • Proven ability to manage a large customer portfolio (200+) efficiently, using automation and one-to-many strategies to drive outcomes at scale
  • Strong communicator — equally comfortable on a 1:1 call or writing to hundreds of customers
  • Proactive problem-solver with a sharp root cause mindset and a track record of turning customer risks around
  • Comfortable with data, you use metrics to make decisions, not just report on them
  • Commercially minded — you understand the link between customer health and revenue, and you've hit or contributed to NRR or retention targets before
  • Proficient in Salesforce or a comparable CRM, and comfortable picking up new tools as our tech stack evolves
  • Hands-on experience using AI tools (such as ChatGPT, Claude, or similar) to improve workflows, communications, or customer engagement

Benefits

  • Competitive compensation and benefits
  • ROLLER Recharge days to celebrate and recharge once we’ve hit our goals
  • Engage in our ‘Vibe Tribe’ - led by our team members; you can contribute to company-wide initiatives directly
  • Team member Assistance Program to proactively support our team's health and wellbeing
  • 16 weeks paid Parental Leave for primary carers and 4 weeks paid Parental Leave for secondary carers
  • Individual learning & development budget plus genuine career growth opportunities
]]>