Scaled Customer Success Manager

ROLLER is a global software-as-a-service company focused on enhancing the leisure and attractions industry. They are seeking a passionate Scaled Customer Success Manager to manage a broad portfolio of customers, ensuring their success through high-touch and scalable engagement strategies while driving customer retention and growth.

Responsibilities:

• 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
• 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
• 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

Requirements:

• 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
• Experience in the leisure and attractions industry or with franchise groups
• You have a high appetite for Technology and AI and a natural curiosity for how it can transform your work. You're comfortable using AI tools to automate repetitive 'busy work,' freeing you up to focus on high-impact work