Scaled Customer Success Manager

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

• Portfolio Management: Own a large book of accounts, segmenting customers by health, usage, and expansion potential to prioritize where human touch is needed versus where tech-touch or digital programs can drive the outcome
• Scaled-Impact Programs: Design and execute scaled engagement programs, including webinars, office hours, onboarding cohorts, in-app campaigns, and email updates, that drive adoption and value realization across hundreds of users simultaneously
• Digital Customer Journey: Partner with CS Ops, Marketing, and Product to build and optimize the automated customer lifecycle, from onboarding through renewal, including in-app guides, lifecycle emails, and self-serve enablement content
• Data-Driven Intervention: Monitor adoption and health signals across the portfolio, triggering targeted outreach, playbooks, and escalations when accounts deviate from healthy usage patterns
• Renewal & Retention: Own renewals across your book, forecasting accurately, identifying churn risk early, and executing scaled save motions to protect and grow recurring revenue
• Expansion at Scale: Identify upsell signals from product usage data and convert them into pipeline through targeted campaigns and lightweight 1:1 engagement
• Scalable Playbooks: Build, test, and iterate on repeatable plays (onboarding, at-risk, expansion) that other CSMs can deploy across the customer base
• Voice of the Customer: Aggregate feedback, usage trends, and friction points from across the portfolio and relay structured insights back to Product, Engineering, and Marketing
• Advocacy: Identify power users and champions across your book and convert them into references, case studies, and community advocates

What You Will Need

• 5-7+ years of experience in customer success, account management, or related customer-facing roles, ideally in a scaled, pooled, or digital CS model managing a large book of accounts
• Demonstrated ability to drive outcomes across a large portfolio through programs, automation, and data
• Comfort using usage analytics to prioritize and trigger action
• Strong content creation skills; you can produce crisp customer-facing emails, in-app messaging, enablement content, and webinar scripts that actually get read and acted on
• Cheap communicator able to run group sessions (webinars, office hours, cohort onboardings) and handle 1:1 executive conversations when needed
• Outstanding project management skills; you’re extremely organized, detail-oriented, and able to run many parallel workstreams across a large book
• Analytical mindset; you’re comfortable pulling usage data, building segmentations, and measuring program impact
• An extreme sense of ownership and bias toward building repeatable systems rather than one-off solutions

Bonus Experience

• Building a scaled/digital CS motion from scratch or early-stage
• Experience at a high-growth enterprise or financial technology company selling into investment banking, private equity, hedge funds, or related high-finance customers
• High-volume client-facing experience within the AI space

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 are an owner. You are autonomous, self-directed, and comfortable working with ambiguity.
• You are collaborative, organized, thoughtful, and kind.