Customer Success Manager

ScOp Venture Capital LLC.; New York (NY); Hybrid; USD 90,000 - 140,000; Full time

Job summary

Rogo is seeking a Customer Success Manager to own an enterprise portfolio and drive adoption, value realization, retention, and expansion across financial services clients. You will serve day-to-day users and executives, ensuring measurable ROI and alignment with client goals.

You will own renewals, manage timelines, and mitigate churn while advocating for customers with product and engineering teams. A fast-paced startup environment requires ownership and proactive communication.

Qualifications

• 3-5+ years of experience in customer-facing roles within high-growth enterprise fintechs.
• Proven track record of driving client outcomes and ROI.
• Strong ability to manage multiple stakeholders and strategic accounts.

Responsibilities

• Own a portfolio of accounts end-to-end from adoption to renewal and expansion.
• Lead QBRs and business reviews to align on goals and roadmap.
• Forecast renewals, manage churn risk, and ensure customer success.
• Monitor health signals and proactively address escalations to protect retention.
• Develop account plans with KPIs, milestones, and mutual action plans.
• Identify upsell opportunities and collaborate with sales to drive revenue.
• Gather client feedback for product and Eng to improve the experience.

Skills

Client Relationship Management

QBRs & Executive Alignment

Renewal Management

Customer Health Monitoring

Upsell & Growth

Job description

At Rogo, we are building Wall Street's first true AI analyst. Our mission is to empower finance professionals at the world's top investment banks, private equity funds, and investment firms with AI that delivers unparalleled speed, accuracy, and insight. We are not just improving financial workflows; we are redefining them from the ground up.

This is a unique opportunity to join a generational company at a key inflection point. With a rapidly growing client base, proven product-market fit, and backing from world-class investors, we are scaling quickly and defining a new category of enterprise AI.

Our team is sharp, motivated, and deeply committed to the mission. We operate with intensity, take ownership of complex problems, and stay relentlessly focused on our users. If you thrive in a fast-paced environment, demand excellence, and want to help build the future of finance, we invite you to join us.

The Role

Rogo's customer success managers are highly motivated individuals with a proven track record for driving client outcomes. You'll own a portfolio of accounts end-to-end, driving initial adoption, value realization, retention, and expansion. You'll be the primary partner to both day-to-day users and executive stakeholders, ensuring customers achieve measurable ROI from Rogo and ultimately contributing to bottom-line revenue growth.

What You Will Own

Client Relationship Management: Serve as the primary contact for clients with a prescriptive and consultative approach.

QBRs & Executive Alignment: Plan and run QBRs and/or business reviews to align on client goals, roadmap, and next steps.

Renewal Management: Own the renewal process end-to-end, including forecasting renewal timelines, managing stakeholder alignment, and mitigating churn risk.

Customer Health & Retention: Monitor adoption and health signals, quarterback escalations, and prevent churn through proactive engagement and action plans.

Account Strategy: Build success and account plans for each customer (stakeholder map, KPIs, adoption milestones, mutual action plan).

Grow Bottom-Line Revenue: Use customer performance metrics to identify and deliver on upsell opportunities.

Advocacy and Engagement: Engage users and stakeholders, empowering them to be Rogo advocates within their organizations.

Feedback Loop: Relay client insights back to product and engineering teams, aiding in the continuous improvement of our product and the customer experience.

What You Will Need

3-5+ years of experience in customer-facing roles, including customer success, account management, or related roles. Must be within high-growth, enterprise financial technology companies that sell to investment banking, private equity, and/or other related high finance customers.

Proven track record in analyzing customer performance metrics and delivering strategic recommendations to drive business outcomes and improve processes

Skilled in owning and managing customer relationships, including upsell and renewal conversations to maximize customer value

Confident communicator with strong strategic planning and relationship management skills, adept at engaging with and influencing stakeholders across all levels in real time

Outstanding project management skills; extremely organized and detail-oriented

Strong presentation and communication skills, whether impromptu on a whiteboard or using prepared presentations and demos

Extreme sense of ownership, including the ability to track and follow through on lots of competing work streams that require input from across the organization

Bonus

High-volume client-facing experience within the AI space

Early experience at a hyper-growth startup

Direct experience in finance, including banking, private equity, or similar roles

Who You Are

You thrive in fast-paced environments. You are high-intensity and care a lot about what you do, and you're ecstatic to work at a startup.

You are ambitious. You have fun solving problems that others think are impossible.

You are curious. You find joy in learning about AI, technology, and finance.

You are an owner. You are autonomous, self-directed, and comfortable working with ambiguity.

You are collaborative, organized, thoughtful, and kind.

Why Join Rogo?

Exceptional traction: strong PMF with the world's largest investment banks, hedge funds, and private equity firms.

World-class team: we take talent density seriously. We like working with incredibly smart, driven people.

Velocity: we work fast, which means you learn a lot and constantly take on more.

Frontier technology: we're developing cutting-edge AI systems, pushing the boundaries of reinforcement learning and published research, redefining what's possible, and inventing the future.

Cutting Edge Product: Our platform is state-of-the-art and crazily powerful. We're creating tools that make people smarter, reinventing finance works.