Scaled Customer Success Manager

ROLLER; City Of London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leader in software solutions is seeking a passionate Scaled Customer Success Manager in London. This role focuses on managing customer portfolios, driving adoption, and identifying growth opportunities within the SMB segment. Ideal candidates will have 2-3 years of experience in customer success within the SaaS industry and possess strong communication skills. Join the dynamic team to make a significant impact in the leisure and attractions industry.

Benefits

Competitive salary and benefits package

Paid time off and public holidays

Individual learning & development budget

16 weeks paid parental leave

Team Member Assistance Program

Qualifications

• 2-3 years of experience in Customer Success or a related role within the SaaS industry.
• Proven experience using customer success strategies, particularly for SMB segments.
• Ability to manage 200+ customers efficiently.
• Demonstrated ability to identify and mitigate customer risks.

Responsibilities

• Manage post-sales activities for an extensive customer portfolio.
• Build and maintain trusted relationships with clients.
• Identify potential risks within accounts.
• Execute scalable customer success programs.

Skills

Customer Success Strategies

Communication Skills

Problem-Solving Skills

Interpersonal Skills

Technical Aptitude

Job description

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 250+ 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!

About the Role

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.

This role requires a proactive approach to identifying growth opportunities, fostering strong relationships, and collaborating closely with cross-functional teams, including Sales, Product, and Marketing, to ensure our customers achieve their business objectives.

What You’ll Do

• Manage post-sales activities for an extensive customer portfolio, ensuring satisfaction and long-term retention.
• Build and maintain trusted relationships with clients through webinars, newsletters, and scalable communication channels, proactively understanding their needs and objectives.
• Provide basic training and articulate how customers can maximize the value of ROLLER to achieve their business goals.
• Identify potential risks within accounts and execute intervention strategies to mitigate churn.
• Conduct business reviews when necessary to showcase the impact of our solutions.

Customer Expansion & Growth:

• Identify and execute growth opportunities within your customer base, collaborating with Sales to drive expansion.
• Articulate customer growth plans, set expectations, and celebrate success stories.
• Facilitate adoption and expansion of product features through scalable content, training sessions, and engagement campaigns.

Program Development & Optimization:

• Execute scalable customer success programs, leveraging automation and data-driven engagement strategies. Work with the CS Operations team to optimize the scaled customer success program with feedback and recommendations.
• Analyze customer data and engagement metrics to refine and enhance success playbooks for SMB customers.
• Gather feedback from customers to inform future enhancements and increase satisfaction.
• Stay updated on industry trends, sharing insights to help customers stay ahead of the curve.

About You

• 2-3 years of experience in Customer Success or a related role within the SaaS industry.
• Proven experience using customer success strategies, particularly for SMB segments.
• Ability to manage 200+ customers efficiently and scale success efforts using automation and one-to-many approaches.
• Strong communication and interpersonal skills, with the ability to build rapport and trust through scalable channels.
• Demonstrated ability to identify and mitigate customer risks, ensuring long‑term retention.
• Track record of delivering impactful solutions, demonstrating a commitment to driving customer success.
• Strong problem‑solving skills and a proactive, solution‑oriented mindset.
• Technical aptitude and ability to quickly learn and navigate software applications.
• Experience in a fast‑paced, high‑growth environment with adaptability to evolving processes.
• Experience in the leisure and attractions industry or franchise groups is a plus.
• Available to work 3 days a week in the office.

If you’re passionate about scaling customer success and want to be part of a growing global company that makes a real impact, we’d love to hear from you! Apply today and join ROLLER to shape the future of the leisure and attractions industry.

• Competitive salary and benefits package
• Work on a category‑leading product in a high‑growth, fun industry (check us out on Capterra and G2 )
• Paid time off, sick days, and public holidays
• 4 company‑wide ROLLER Recharge Days per year
• 16 weeks paid parental leave (primary carers) / 4 weeks (secondary carers)
• Join our “Vibe Tribe” a team‑led initiative driving culture, events, and fun
• Team Member Assistance Program with coaching, wellness support, and learning modules
• A driven, switched on team that loves raising the bar
• Individual learning & development budget and real growth opportunities

What You Can Expect

Initial Call – Chat with our Talent Acquisition Manager about your experience, goals, and any questions you have.

Interview with Hiring Manager – Meet the hiring manager to dive deeper into your background and the role.

Loop Interviews – Connect with other ROLLER team members to ensure alignment and culture fit.

Presentation – You’ll receive a prompt and be asked to prepare and deliver a presentation.

Final Interview – You’ll meet with the Regional Director of Customer Experience.

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.