Scaled Customer Success Manager

ROLLER•Austin, TX

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.
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.
We believe AI is a career-defining inflection point. ROLLER is a fast adopter of new technology like AI, and every team member is empowered to own their learning and use the latest tools to supercharge their impact. We’re looking for candidates with the proficiency and curiosity to embrace AI and technology — not just as a technical skill, but as a core competency to help us achieve big goals.

Nice To Haves

Experience in the leisure and attractions industry or with franchise groups.

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!

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