Scaled Customer Success Manager

About the role

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.

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.
• About You
• 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.
• Bonus: Experienc

Benefits

Additional Information

About ROLLER 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 300+ 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! Why You Want To Work With Us! ❤️ Loved by Customers - ROLLER is consistently highly rated on Capterra and G2 , and trusted by leading operators worldwide. That doesn't happen by accident. Customer obsession isn't a value on a wall here, it's embedded in how we prioritise, build, and measure success. 🏆 A Great Place People Choose to Stay - We've been Great Place to Work certified across multiple regions for several years running. That reflects a culture that values trust, autonomy, and growth, and an environment where high standards and psychological safety coexist. ROLLER ranks in the top 5% of sales organisations to work for on RepVue! 💸 Competitive Package & Real Career Growth - We offer competitive compensation and benefits aligned to the level of ownership we expect. As ROLLER scales, so do the opportunities. People grow here by taking on bigger problems, broader scope, and greater responsibility. Progression is driven by impact and capability, not tenure, and strong performance is recognised and rewarded.

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