Scaled Customer Success Manager
Posted Updated
Description
- Rogo’s customer success managers are highly motivated individuals with a proven track record for driving client outcomes
- You’ll own a portfolio of accounts end-to-end, driving initial adoption, value realization, retention, and expansion
- You’ll be the primary partner to both day-to-day users and executive stakeholders, ensuring customers achieve measurable ROI from Rogo and ultimately contributing to bottom-line revenue growth
- We’re looking for our first Scaled Customer Success Manager to join our team of highly motivated post-sales individuals
- You’ll manage a broad book of customers by building scalable playbooks, digital touchpoints, and data-driven interventions that drive adoption, retention, and expansion at scale
- You’ll be the connective tissue between our customers and Rogo, using automation, content, and targeted engagement to ensure every customer realizes measurable ROI and contributes to bottom-line revenue growth
- Portfolio Management: Own a large book of accounts, segmenting customers by health, usage, and expansion potential to prioritize where human touch is needed versus where tech-touch or digital programs can drive the outcome
- Scaled-Impact Programs: Design and execute scaled engagement programs, including webinars, office hours, onboarding cohorts, in-app campaigns, and email updates, that drive adoption and value realization across hundreds of users simultaneously
- Digital Customer Journey: Partner with CS Ops, Marketing, and Product to build and optimize the automated customer lifecycle, from onboarding through renewal, including in-app guides, lifecycle emails, and self-serve enablement content
- Data-Driven Intervention: Monitor adoption and health signals across the portfolio, triggering targeted outreach, playbooks, and escalations when accounts deviate from healthy usage patterns
- Renewal & Retention: Own renewals across your book, forecasting accurately, identifying churn risk early, and executing scaled save motions to protect and grow recurring revenue
- Expansion at Scale: Identify upsell signals from product usage data and convert them into pipeline through targeted campaigns and lightweight 1:1 engagement
- Scalable Playbooks: Build, test, and iterate on repeatable plays (onboarding, at-risk, expansion) that other CSMs can deploy across the customer base
- Voice of the Customer: Aggregate feedback, usage trends, and friction points from across the portfolio and relay structured insights back to Product, Engineering, and Marketing
- Advocacy: Identify power users and champions across your book and convert them into references, case studies, and community advocates
- Demonstrated ability to drive outcomes across a large portfolio through programs, automation, and data
- Extreme sense of ownership and bias toward building repeatable systems rather than one-off solutions
- Strong content creation skills; you can produce crisp customer-facing emails, in-app messaging, enablement content, and webinar scripts that actually get read and acted on
- Analytical mindset; you’re comfortable pulling usage data, building segmentations, and measuring program impact
- Comfort using usage analytics to prioritize and trigger action
- 5-7+ years of experience in customer success, account management, or related customer-facing roles, ideally in a scaled, pooled, or digital CS model managing a large book of accounts
- Outstanding project management skills; you’re extremely organized, detail-oriented, and able to run many parallel workstreams across a large book
- Confident communicator able to run group sessions (webinars, office hours, cohort onboardings) and handle 1:1 executive conversations when needed
- You are collaborative, organized, thoughtful, and kind
- You are ambitious. You have fun solving problems that others think are impossible
- You are an owner. You are autonomous, self-directed, and comfortable working with ambiguity
- You are curious. You find joy in learning about AI, technology, and finance
- You thrive in fast-paced environments. You are high-intensity and care a lot about what you do, and you’re ecstatic to work at a startup
- Experience building a scaled/digital CS motion from scratch or early-stage
- Experience at a high-growth enterprise or financial technology company selling into investment banking, private equity, hedge funds, or related high-finance customers strongly preferred
- High-volume client-facing experience within the AI space