Associate Customer Success Manager

Remote Full TimeAustin, TX, United States (Remote)ROLLER

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

But here’s the best part: our team. We’re a group of 140+ highly passionate, enthusiastic, and down-to-earth professionals located all around the world 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 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 are seeking an Associate Customer Success Manager to work from our Austin office. You will be a key contributor to our customer success initiatives, working to ensure customer satisfaction and drive the adoption of our SaaS solutions. This is a unique opportunity to be part of a growing team, supporting both large enterprise clients and SMB customers in a scaled approach.

What You’ll Do

  • Supporting Enterprise Customers: Collaborate with our Strategic CSM to support and manage relationships with some of our largest customers. Assist in the development and execution of strategic account plans.
  • SMB Customer Support: Implement a scaled approach to support our SMB customers, ensuring their needs are met efficiently. Utilize automation and standardized processes to deliver excellent customer service.
  • Process-Driven Approach: Develop and maintain efficient and scalable processes to streamline customer onboarding, training, and support. Leverage tools and technologies to enhance the customer experience.
  • Customer Advocacy: Identify opportunities for customer advocacy and engagement. Collaborate with customers to understand their needs, provide solutions, and drive product adoption.
  • Learning and Development: Stay abreast of industry trends, product updates, and customer success best practices. Demonstrate a curiosity and willingness to learn, adapting quickly to changes in our fast-paced environment.

About You

We are seeking an individual who is enthusiastic about ensuring customer success to oversee connections with both large enterprise and unmanaged accounts. In collaboration with our strategic customer success manager, you will contribute to formulating and implementing strategic account plans. We are in need of someone capable of optimizing customer onboarding, training processes, and providing support.

  • 2-3+ years of experience in a customer success or related role, preferably within the SaaS industry.
  • You are located in Austin, Texas.
  • Comfortable with a rapidly changing environment and ability to adapt to evolving processes.
  • Process-driven mindset with a focus on efficiency and scalability.
  • Strong interpersonal and communication skills, both written and verbal.
  • Curiosity and willingness to learn, with a proactive and solution-oriented approach.

Perks!

  • You get to work on a category-leading product that customers love in a fun, high-growth industry- check our Capterraand G2
  • 4 Weeks of Annual Leave and 4 ROLLER Recharge days per year (that is 4 additional days of leave that we all take off together as a team to rest and recuperate)
  • 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
  • Highly flexible work environment with an All Access pass to WeWork depending on your location
  • 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!

What You Can Expect

  1. Initial call with our Talent Acquisition Manager
    You’ll have an initial call with our Talent Acquisition Manager to chat through some of your experience to date, salary expectations and you can check off any initial questions you might have.
  2. Interview with the Hiring Manager
    You’ll get to meet with the hiring manager to learn more about the role & ROLLER whilst also talking through your experience in more detail.
  3. Loop Interviews
    This is where you will get to meet our wider ROLLER team to do a ‘vibe check’ on us to make sure our culture & vibe meet what you are looking for!
  4. Offer
    If all lights are green and the fit feel right, we’ll conduct reference checks and you’ll receive an offer to join!

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To apply for this job please visit boards.greenhouse.io.


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