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Rollstack · 1 month ago

Customer Success Manager

United States

Full-time

Remote

Senior Level

$60K/yr - $110K/yr

6+ years exp

Rollstack is a company that automates the preparation of slide decks and documents for businesses, helping them make informed decisions efficiently. They are seeking a Customer Success Manager to own the customer journey, ensuring rapid adoption and long-term retention of their product while collaborating with Sales, Product, and Engineering teams.

AnalyticsArtificial Intelligence (AI)Business IntelligenceProductivity ToolsSales Automation

No H1B

Responsibilities

Own Client Activation & Onboarding — Become a Rollstack subject matter expert and lead new client onboarding from deal closure through initial adoption, running onboarding and follow-up sessions to ensure clients start seeing value immediately

Coordinate Cross-Functional Kickoffs — Work closely with Account Executives, Product, and Engineering to schedule and execute onboarding sessions, and ensure alignment across teams

Manage Ongoing Client Relationships — Lead strategic, value-driven business reviews to ensure progress towards customer goals, address challenges, and proactively support retention and growth

Directly Responsible for Net Dollar Retention (NDR) — Identify and close upsell/expansion opportunities as well as manage account renewals

Build Scalable Engagement Processes — Develop templates, workflows, and session structures that streamline onboarding and ongoing success across multiple accounts

Experiment & Iterate — Continuously refine client engagement strategies based on feedback, adoption data, and outcomes to improve satisfaction and long-term retention

Qualification

Customer Success ManagementSalesforceBI ToolsData AnalyticsAnalytical MindsetClient Relationship ManagementCommunication Skills

Required

7+ years of professional experience, including 3+ years in Enterprise Customer Success and Account Management within the data and analytics space

A track record of driving adoption, retention, and account growth across enterprise-sized accounts (5,000+ employees)

Strong proficiency in Salesforce and experience leveraging BI tools such as Tableau to monitor customer usage patterns to inform engagement strategies

Have experience communicating product value to a diverse range of technical and non-technical stakeholders

An analytical mindset with a track record of utilizing data to drive positive customer outcomes and business initiatives

Time Zone: Pacific