Scaled Customer Success Manager

ROLLER is a SaaS company that provides ticketing, point‑of‑sale, self‑serve kiosks, memberships and digital waiver processes to businesses across the leisure and attractions industry.

We are looking for a passionate, results‑driven Scaled Customer Success Manager to manage a broad portfolio of SMB customers. In this role you will develop and implement a strategy for the SMB segment, ensuring customer success through high‑touch and one‑to‑many engagement. You will be pivotal in retention, adoption and growth, driving efficient, scalable processes and automation, with accountability for Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) in your segment.

• Own post‑sales relationships across a large portfolio, keeping customers engaged, healthy and set up for long‑term success.
• Build trust through scalable channels such as webinars, newsletters, business reviews and proactive outreach, while staying close to customers’ goals and needs.
• Understand customer use cases and guide them to get maximum value from the product.
• Spot churn risks early and execute targeted interventions before they intensify.
• 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 results.
• Use AI tools to draft communications, analyse health data and identify risk signals, enabling smarter engagement and more efficient portfolio work.

• 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+), using automation and one‑to‑many strategies to drive outcomes at scale.
• Strong communicator, comfortable on 1:1 calls or writing to hundreds of customers.
• Proactive problem‑solver with a root‑cause mindset and a track record of turning customer risks around.
• Comfortable with data; uses metrics to make decisions, not just report them.
• Commercially minded, understands the link between customer health and revenue, and has contributed to NRR or retention targets.
• Proficient in Salesforce or a comparable CRM, and quick to pick up new tools as the tech stack evolves.
• Comfortable in a high‑growth, fast‑paced environment where change is rapid.
• Hands‑on experience with AI tools (e.g., ChatGPT, Claude) to improve workflows, communications or customer engagement.
• Bonus:
  Experience in the leisure and attractions industry or with franchise groups.
• High appetite for technology and AI, curiosity about how it can transform work, and comfort using AI to automate repetitive tasks.

• Competitive compensation and benefits aligned to ownership level.
• Career growth opportunities through broader scope and increased responsibility.
• 16‑week paid parental leave for primary carers and 4‑week paid parental leave for secondary carers.
• Paid time off for learning, volunteering and other interests, including company‑provided wellness programs.
• Team‑building events, social activities and fundraising & cause‑related campaigns.
• Individual learning & development budget.

As set forth in ROLLER’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.