Scaled Customer Success Manager

Job Description

Job Description

About ROLLER

ROLLER is not your average software-as-a-service company. With a global presence in over 30 countries, we're here to excite 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 300+ highly passionate, enthusiastic, and down-to-earth professionals worldwide 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.

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

❤️ Loved by Customers - ROLLER is consistently highly rated on Capterra and G2, and trusted by leading operators worldwide. That doesn't happen by accident. Customer obsession isn't a value on a wall here, it's embedded in how we prioritise, build, and measure success.
A Great Place People Choose to Stay - We've been Great Place to Work certified across multiple regions for several years running. That reflects a culture that values trust, autonomy, and growth, and an environment where high standards and psychological safety coexist. ROLLER ranks in the top 5% of sales organisations to work for on RepVue! Competitive Package & Real Career Growth - We offer competitive compensation and benefits aligned to the level of ownership we expect. As ROLLER scales, so do the opportunities. People grow here by taking on bigger problems, broader scope, and greater responsibility. Progression is driven by impact and capability, not tenure, and strong performance is recognised and rewarded.

We seek a passionate and results-driven Scaled Customer Success Manager to join our team at ROLLER. This exciting new role within the company offers a unique opportunity to help build and implement a strategy for our SMB segment . As a Scaled CSM , you will manage a broad portfolio of customers, ensuring their success through a mix of high-touch and one-to-many engagement strategies. You will be pivotal in customer retention, adoption, and growth, driving efficiency through scalable processes and automation, with accountability for GRR & NRR within 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 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.

Customer Expansion & Growth:

• 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.

• 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.
• Bonus: 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.

We believe AI is a career-defining inflection point. ROLLER is a fast adopter of new technology like AI, and every team member is empowered to own their learning and use the latest tools to supercharge their impact. We're looking for candidates with the proficiency and curiosity to embrace AI and technology — not just as a technical skill, but as a core competency to help us achieve big goals.

• You get to work on a category-leading product that customers love in a fun, high-growth industry - check our Capterra and G2 reviews.

• ROLLER Recharge days to celebrate and recharge once we've hit our goals

• 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

• 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!

1. Initial Call – Chat with our Talent Acquisition Manager about your experience, goals, and any questions you have.
2. Interview with Hiring Manager – Meet the hiring manager to dive deeper into your background and the role.
3. Loop Interview – Connect with the Regional Team Lead of Customer Experience
4. Final Interview – You'll meet with the Regional Director of Customer Experience.
5. Offer – If it's a great match on both sides, we'll conduct reference checks and send over an offer!

Successful applicants will be required to complete a background check (including criminal history) prior to the commencement of employment.