Senior Manager of Customer Success

ROLLER is a global software-as-a-service company designed to help businesses in the leisure and attractions industry operate more efficiently and deliver great guest experiences. 

ROLLER helps its customers offer amazing guest experiences through a full suite of venue management features. We are a fast-growing global company with customers in over 30 countries and a wide array of industries like theme parks, museums, zoos, trampoline parks, water parks, aquariums, and wake parks - to name a few!

At the heart of ROLLER is our team - which consists of 150+ highly energetic, driven, intelligent, and humble professionals, all contributing to help build a great and enduring business. We truly believe that the sky's the limit for us, and we are well on our way toward becoming a global success story. But most of all, we love what we do, have a great time doing it, and are looking for like-minded people to join us on this amazing journey!

What You’ll Do

The Manager of Customer Success bridges the gap between customer satisfaction and business growth. This role leads the Customer Success team, aligning customer goals with business objectives to create a cohesive, data-driven strategy that supports strong product adoption, enhances customer experience, and drives growth through customer expansion.

This leader will oversee daily operations, performance, and development of the Customer Success team, focusing on scalable processes, customer insights, and engagement strategies. They’ll also build close relationships with strategic accounts, turning them into valuable partnerships that benefit both the customer and the company.

• Leadership & Strategy: Build, lead, and develop a scalable, customer-centric Customer Success department.
• Customer Value & Engagement: Add value to customer relationships through direct engagement and proven approaches, driving desired customer outcomes.
• Customer Journey Optimization: Design a data-driven customer journey, ensuring alignment across internal teams, with data hygiene managed by CS Ops specialists.
• Metrics & Health Scores: Define and track metrics, health scores, and KPIs at both team and account levels, ensuring performance visibility.
• Product Adoption & Retention: Increase product adoption, retention, and satisfaction, while implementing churn-reduction strategies.
• Cross-Functional Collaboration: Work with sales and marketing to optimize upsell and cross-sell strategies, increasing ROI and aligning with company growth goals.
• Compensation & Performance: Design and implement compensation plans that reward productivity, performance, and achievement of customer and business goals.
• Relationship Management: Guide team members in maintaining and enhancing customer relationships, with hands-on involvement in key accounts.
• Cross-Functional Customer Programs: Lead key Customer Programs requiring collaboration across departments like Sales, Marketing, Billing, and Renewals.

About You

• Experience: Minimum 5-7 years in a Customer Success leadership role with a proven track record of meeting revenue goals. 
• Education: MBA or related graduate degree preferred; technical undergrad and relevant certifications are a plus.
• Industry Knowledge: Strong understanding of software, subscription, and renewal-based business models; experience with B2B customer success focused on retention, expansion, and partnership.
• Communication & Relationship Building: Exceptional communication skills for C-level interactions and relationship development.
• Analytical & Goal-Oriented: Strong analytical and project management skills to drive business growth through data-driven strategies.
• Preferred: Background in family attractions or entertainment venues.

Perks!

• You get to work on a category-leading product that customers love in a fun, high-growth industry (check our Capterra and G2 reviews).
• Generous Vacation Days: Take the time to recharge, explore new adventures, or simply relax.
• Sick Days: Your health comes first! Enjoy paid time off to recover and focus on wellness.
• Paid U.S. Holidays: Celebrate and unwind on national holidays with fully paid time off.
• ROLLER Recharge Days: Dedicated days where we all step back, refresh, and disconnect together
• Holiday Office Closure (role dependent): Allocated days off during the holiday season to enjoy with family and friends.
• 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.
• 401(k) plan as well as health insurance.
• 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!

What You Can Expect

1. Initial call with our Talent Acquisition Manager
   You’ll have an initial call with our Talent Acquisition Manager to chat through some of your experience to date, salary expectations and you can check off any initial questions you might have.
2. Interview with our VP of Customer Experience
   You will get to meet with our VP of Customer Experience to learn more about the role & ROLLER whilst also talking through your experience in more detail.
3. Loop Interviews
   This is where you will get to meet our wider ROLLER team to do a ‘vibe check’ on us to make sure our culture & vibe meet what you are looking for!
4. Presentation You will be given a prompt to prepare a presentation. This is an opportunity to showcase your leadership skills, problem-solving abilities, and how your experience aligns with the role.