Scaled Customer Success Manager

Roller • Austin, TX

4d

About The Position

We seek a passionate and results-driven Scaled Customer Success Manager to join our team at ROLLER. This exciting new role within the company offers a unique opportunity to help build and implement a strategy for our SMB segment . As a Scaled CSM , you will manage a broad portfolio of customers, ensuring their success through a mix of high-touch and one-to-many engagement strategies. You will be pivotal in customer retention, adoption, and growth, driving efficiency through scalable processes and automation, with accountability for GRR & NRR within your segment.

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.
• Comfortable in a high-growth, fast-paced environment where things change quickly.
• Hands-on experience using AI tools (such as ChatGPT, Claude, or similar) to improve workflows, communications, or customer engagement.

Nice To Haves

• Experience in the leisure and attractions industry or with franchise groups.
• You have a high appetite for Technology and AI and a natural curiosity for how it can transform your work.
• You’re comfortable using AI tools to automate repetitive 'busy work,' freeing you up to focus on high-impact work.

Responsibilities

• Customer Engagement & Retention: Own post-sales relationships across a large portfolio, keeping customers engaged, healthy, and set up for long-term success.
• Build trust through scalable channels including webinars, newsletters, business reviews, and proactive outreach, while staying close to customers’ goals and needs.
• Understand customer use cases and proactively guide them to get maximum value from ROLLER.
• Spot churn risks early and execute targeted interventions before they escalate.
• Collect and aggregate customer feedback to surface trends and insights for internal teams.
• Customer Expansion & Growth: Identify and act on expansion opportunities within your book of business, partnering with Sales to drive upsells and cross-sells.
• Drive adoption of new features through targeted campaigns, training sessions, and scalable content.
• Program Development & AI: Refine scalable customer success programs, leveraging automation and data to engage customers at the right time with the right message.
• Partner with the Scaled Program Manager to continuously improve playbooks, workflows, and engagement strategies based on what's working.
• Use AI tools to draft communications, analyse customer health data and identify risk signals, so you can engage smarter and work more efficiently across your portfolio.

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.
• 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.
• 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 wellbeing - access to coaching, education modules, weekly webinars, and more.
• 16 weeks paid Parental Leave for primary carers and 4 weeks paid Parental Leave for secondary carers
• Work with a driven, fun, and switched-on team that likes to raise the bar in all we do.
• Individual learning & development budget plus genuine career growth opportunities as we continue to expand!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed