Job Description

About ROLLER

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ROLLER is not your average software-as-a-service company. With a global presence in over 30 countries, we're here to excite 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 250+ highly passionate, enthusiastic, and down-to-earth professionals worldwide 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.



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

About the Role

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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.



This role requires a proactive approach to identifying growth opportunities, fostering strong relationships, and collaborating closely with cross-functional teams, including

Sales, Product, and Marketing,

to ensure our customers achieve their business objectives.

What You'll Do

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Customer Engagement & Retention:

Manage post-sales activities for an extensive customer portfolio, ensuring satisfaction and long-term retention. Build and maintain trusted relationships with clients through

webinars, newsletters, and scalable communication channels

, proactively understanding their needs and objectives. Provide

basic training

and articulate how customers can maximize the value of ROLLER to achieve their business goals. Identify potential risks within accounts and execute intervention strategies to mitigate churn. Conduct

business reviews

when necessary to showcase the impact of our solutions.

Customer Expansion & Growth:

Identify and execute

growth opportunities

within your customer base, collaborating with Sales to drive expansion. Articulate customer growth plans, set expectations, and celebrate success stories. Facilitate

adoption and expansion

of product features through scalable content, training sessions, and engagement campaigns.

Program Development & Optimization:

Execute

scalable customer success programs

, leveraging automation and data-driven engagement strategies. Work with the CS Operations team to optimize the scaled customer success program with feedback and recommendations. Analyze

customer data and engagement metrics

to refine and enhance success playbooks for SMB customers. Gather feedback from customers to inform future enhancements and increase satisfaction. Stay updated on industry trends, sharing insights to help customers stay ahead of the curve.

About You

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2-3 years

of experience in

Customer Success or a related role

within the SaaS industry. Proven experience

using customer success strategies

, particularly for SMB segments. Ability to

manage 200+ customers efficiently

and

scale success efforts

using automation and one-to-many approaches. Strong

communication and interpersonal skills

, with the ability to build rapport and trust through scalable channels. Demonstrated ability to

identify and mitigate customer risks

, ensuring long-term retention. Track record of delivering impactful solutions, demonstrating a commitment to driving customer success. Strong problem-solving skills and a proactive, solution-oriented mindset.

Technical aptitude

and ability to quickly learn and navigate software applications. Experience in a

fast-paced, high-growth environment

with adaptability to evolving processes.

Experience in the leisure and attractions industry or franchise groups is a plus.

Available to work 3 days a week in the office.

If you're passionate about

scaling customer success

and want to be part of a growing global company that makes a real impact, we'd love to hear from you! Apply today and join ROLLER to shape the future of the leisure and attractions industry.

Perks!

Competitive salary and benefits package Work on a category-leading product in a high-growth, fun industry (check us out on Capterra and G2) Paid time off, sick days, and public holidays 4 company-wide ROLLER Recharge Days per year 16 weeks paid parental leave (primary carers) / 4 weeks (secondary carers) Join our "Vibe Tribe" a team-led initiative driving culture, events, and fun Team Member Assistance Program with coaching, wellness support, and learning modules A driven, switched on team that loves raising the bar
Individual learning & development budget and real growth opportunities

What You Can Expect

Initial Call

- Chat with our Talent Acquisition Manager about your experience, goals, and any questions you have.

Interview with Hiring Manager

- Meet the hiring manager to dive deeper into your background and the role.

Loop Interviews

- Connect with other ROLLER team members to ensure alignment and culture fit.

Presentation

- You'll receive a prompt and be asked to prepare and deliver a presentation.

Final Interview

- You'll meet with the Regional Director of Customer Experience.

Offer

- If it's a great match on both sides, we'll conduct reference checks and send over an offer!

Successful applicants will be required to complete a background check (including criminal history) prior to the commencement of employment.