Strategic Customer Success Manager

ROLLER; London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading SaaS company is seeking a Strategic Customer Success Manager in London. This role involves managing key accounts, providing strategic insights, and ensuring the success of customers by maximizing their use of our platform. The ideal candidate will have extensive experience in customer success, especially in enterprise environments, and excellent interpersonal skills. This position offers a competitive salary and benefits, along with opportunities for professional development.

Benefits

Competitive salary and benefits package

Paid time off and public holidays

16 weeks paid parental leave

401(k) with 100% match up to 5%

Individual learning & development budget

Qualifications

• 5–10 years’ experience in Customer Success or a related role.
• Experience managing enterprise-level accounts.
• Proven ability to collaborate cross-functionally.

Responsibilities

• Build strong relationships with senior stakeholders.
• Proactively address risks to protect key accounts.
• Champions platform adoption and identifies growth opportunities.

Skills

Customer Success Management

Relationship Management

Risk Mitigation

Consultative Approach

Communication Skills

Job description

ROLLER is not your average software-as-a-service company. With a global presence in over 30 countries, we’re here to bring excitement to 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 solutions.

But here’s the best part: our team. We’re a group of 200+ highly passionate, enthusiastic, and down-to-earth professionals located around the world, all working together to build something truly remarkable. We’re aiming high and believe the possibilities are endless. As we continue to grow globally, we’re excited to write our success story—and have fun along the way.

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

About the Role

We’re on the lookout for a passionate and results-driven Strategic Customer Success Manager to join our growing team. In this role, you’ll partner with a small portfolio (1–5) of our largest, most strategic customers—ensuring their long-term success and maximizing their value from ROLLER.

You’ll be the trusted advisor for key stakeholders, helping them unlock the full potential of our platform, drive mission-critical outcomes, and hit their business goals. You’ll work cross-functionally to identify opportunities, solve problems, and deliver real results that stick.

What You'll Do

• Relationship Management: Build strong, trusted relationships with senior stakeholders. Understand their goals, challenges, and drivers—and provide strategic advice that delivers value.
  
  
• Risk Mitigation: Proactively spot and address risks, working closely with internal teams and customers to protect and grow key accounts.
  
  
• Adoption & Expansion: Champion platform adoption and usage, identifying opportunities to increase ROI and deepen customer engagement.
  
  
• Product Expertise: Develop deep knowledge of ROLLER’s product ecosystem. Stay up to date with new features and communicate their value clearly to customers.
  
  
• Voice of the Customer: Capture insights and feedback to help shape our roadmap, improve customer satisfaction, and drive continuous improvement.
  
  
• Performance Monitoring: Track key metrics like retention, satisfaction, and usage. Take action when needed to ensure we’re driving the right outcomes.
  
  
• Industry Insights: Keep your finger on the pulse of the industry. Share trends, best practices, and insights to help customers stay ahead.
  
  

About You

• 5–10 years’ experience in Customer Success or a related role within SaaS
  
  
• Experience managing enterprise-level accounts with complex stakeholder environments
  
  
• Consultative approach with a track record of driving business outcomes for clients
  
  
• Excellent communication and interpersonal skills—you know how to build trust and influence at all levels
  
  
• Proven ability to collaborate cross-functionally and lead with a solutions-oriented mindset
  
  
• Skilled in identifying risk, mitigating churn, and delivering impact
  
  
• Tech-savvy and confident working with software platforms
  
  
• Comfortable working in a fast-paced, evolving environment
  
  
• Process-focused, with a mindset for scalability and efficiency
  
  
• Curious, adaptable, and proactive
  
  
• Experience in the leisure and attractions industry is a plus
  
  
• Based in London and available to work from our London office 3 days per week
• 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)
  
  
• 401(k) with 100% match up to 5%
  
  
• 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 our VP of Customer Experience 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.
  
  
• 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 commencement of employment

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