Strategic Customer Success Manager

Are you a proactive leader who loves building and fostering relationships? Do you thrive on aligning stakeholders, translating strategies into execution, and ensuring marketing programs run seamlessly? Are you a super planner and communication guru who can navigate renewals, account expansion, and keep everything on track? If so, Rockbot is looking for a Strategic Customer Success Manager to join our growing national team in Bentonville, Arkansas. If this sounds like you, let’s chat!

The Strategic Customer Success Manager will support a top enterprise account (the largest brick-and-mortar retailer in America) with Rockbot. You will nurture this client relationship, oversee the rollout of marketing and audio messaging campaigns, and drive account growth through strategic alignment and flawless execution. As the primary point of contact, you’ll ensure seamless communication between internal and external stakeholders across multiple departments to drive success.

The Rockbot team helps businesses, brands, and places succeed by enabling them to deliver better customer experiences and build stronger connections through media in real-world spaces. We are technologists, music lovers, and content creators all focused on producing the most amazing customer experience possible—and we’re having a great time doing it!

You Will:

• Customer Success & Retention – Organize Business Reviews, spearhead renewals, and identify expansion opportunities. You will work closely with internal sales stakeholders to help coordinate and promote growth and expansion of the Rockbot services for the customer.
• Flawless Execution – Oversee scheduling, execution, and transaction of audio messaging and marketing programs.
• Stakeholder Alignment – Keep internal and external teams informed on the same page across all teams that support the customer, and that work with Rockbot on the customers side.
• Project & Calendar Management – Own the coordination of internal and external meetings, production timelines, and campaign execution.
• Discovery & Strategy – Internally you will understand customer goals and translate them into actionable plans, involving the necessary teams to ensure success. Externally you will be the Rockbot champion, setting strong and realistic expectations for the customer and ensure active clear communication for projects and timelines. 

What Makes You a Great Fit:

• You’re equal parts Account Manager and Project Manager, able to manage relationships while keeping execution on point.
• You’re highly organized and can juggle calendars, marketing schedules, and production timelines with ease.
• You thrive in a fast-paced environment and are comfortable with a hybrid strategic and tactical role.

You Have:

• Exceptional communication skills, both verbal and written (copywriting), attention to detail, organization, and planning
• Advanced project management/planning skills:  set priorities, take direction, and handle multiple tasks & deadlines
• Developed enterprise client partnerships for major brands
• Consistently overachieved in product adoption 
• Experience analyzing large data sets to uncover key campaign performance insights and developing new strategies to maximize performance
• Experienced presentation and deck building skills - good eye for detail and visuals 
• Team player mentality and passion
• Good judgment with the ability to interact decisively and diplomatically
• The desire to work successfully within a multi-national, fast-paced and competitive environment
• Creative and flexible thinking, an open mind, and good problem-solving skills

*We are open to relocation to Bentonville from anywhere in the U.S. 

About Rockbot: 

Rockbot is an omnichannel media platform committed to elevating customer and employee experiences while fostering stronger connections in real-world spaces. Rockbot addresses the challenges businesses face in media management with integrated solutions spanning music, TV, digital signage, and advertising. Its mission is to enrich on-premise experiences with media technology, where every interaction is elevated and memorable.

From independent local businesses to large national brands - across nearly every industry, including restaurants, bars, retailers, and more, Rockbot provides all the tools and licensed content businesses need.  Backed by leading investors including Google and Universal Music Group, Rockbot is the future of out-of-home media. For more information visit www.rockbot.com.

Compensation:

Rockbot takes a market-based approach to pay, and pay may vary depending on your location in the U.S. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

The compensation band for this role is $90-120K base, plus bonus, equity, and benefits for all team members. In addition to base salary, this role will be eligible for a variable commission based on KPIs and goals. 

Our Values:

• Drive: We pursue our mission with relentless tenacity, passion, and optimism and inspire those around us to do the same. We love the journey and are on offense all the time. Yesterday was good enough for yesterday, but today we have to do even better.
• Accountability: We take ownership of our promises, responsibilities, behaviors, and products, and we expect the same of others. Standing behind our mistakes, communicating honestly, and making things right creates trust and strong relationships.  
• Curiosity: We are hungry to learn and continually deepen our knowledge, skills, and understandings. We have a growth mindset and are intellectually curious. We challenge our beliefs and seek feedback and insights from others. The “Why” and “How” always matters.  
• Empathy: We embrace that no two people or businesses are the same. We strive to understand others as deeply as possible and feel their pains and passions. 
• Ingenuity: We work hard but we think smart. We bring creativity, technology, and practicality together to solve tough challenges.
• Integrity: We say what we mean, and do what we say, simply, clearly, honestly. 

Rockbot is an Equal Opportunity Employer, but that’s just the start. We believe different perspectives help us grow and achieve more. That’s why we’re dedicated to hiring and developing the most talented and diverse team – which includes individuals with different backgrounds, abilities, identities and experiences.