Senior Customer Success Manager - London

ROLE DESCRIPTION

Senior Customer Success Manager

About ROLLER

ROLLER is not your average software-as-a-service company. With a global presence in over 30 countries, we’re here to bring some excitement to 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 170+ highly passionate, enthusiastic, and down-to-earth professionals located all around the world 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 along the way.

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

About the Role

We are seeking a passionate and results-driven Senior Customer Success Manager to join our team at ROLLER. As a Senior Customer Success Manager, you will work closely with a portfolio of our most complex customers - primarily large franchise networks - ensuring their success by providing exceptional support and guidance throughout their customer journey. We are looking for an individual with extensive experience partnering with enterprise customers to help them achieve their business goals and maximize ROI. Our Senior Customer Success Managers focus on building and maintaining relationships with critical customer stakeholders, helping our largest customers effectively leverage our product to drive impact in mission-critical areas of their organization  

What You'll Do

• Relationship Management: Build and maintain trusted relationships with clients, proactively understanding their needs, challenges, and objectives and offering strategic advice to ensure long-term satisfaction and ROI
• Identify and mitigate risk: Proactively identify customer risks, and work closely with internal and customer stakeholders to mitigate risk and drive best-in-class retention.
• Facilitate adoption: Identify opportunities to expand the utilization of ROLLER by facilitating the adoption of existing use cases and ensuring maximum value for users.
• Product Expertise: Develop a deep understanding of ROLLER's products and services, staying updated on new features and functionalities, and effectively communicate their value to clients.
  
• Voice of the Customer: Gather feedback from clients to understand their evolving needs and preferences, and relay actionable insights to the broader team to inform future enhancements and increased customer satisfaction.
• Metrics Tracking: Monitor key performance indicators (KPIs) related to client satisfaction, usage, and retention, and take proactive steps to address any areas of concern.
• Industry Engagement: Stay informed about industry trends, best practices, and competitive landscape, and share insights with clients to help them stay ahead of the curve.

About You

• 5-10 years of experience in a Customer Success or related role within the SaaS industry
• Possess a consultative mindset and the ability to understand and address the unique needs of clients, with a demonstrated ability to measure and communicate business value and outcomes.
• Strong communication and interpersonal skills, with the ability to build rapport and trust with clients at all levels of an organization.
• Proven track record of collaborating across functions to identify and mitigate risks in client accounts, ensuring sustained success and mitigating churn.
• Track record of delivering impactful solutions and tangible results for clients, demonstrating a deep commitment to driving customer success.
  Exceptional problem-solving abilities and a proactive, solution-oriented mindset.
• Technical aptitude and the ability to quickly learn and navigate software applications.
• Comfortable with a rapidly changing environment and ability to adapt to evolving processes.
• Process-driven mindset with a focus on efficiency and scalability.
• Strong interpersonal and communication skills, both written and verbal.
• Curiosity and willingness to learn, with a proactive and solution-oriented approach
• Experience working in the leisure and attractions industry or franchise groups  is a plus.

Location:

The position is ideally based in London, UK

Benefits:

• Competitive salary and performance-based bonuses.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and career growth.