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ROLLER · 1 day ago

Manager of Customer Onboarding

Austin, Texas

Full-time

Onsite

Mid, Senior Level

2+ years exp

ROLLER is a global software-as-a-service company aimed at enhancing guest experiences in the leisure and attractions industry. The Manager of Customer Onboarding will lead the Training & Implementation teams to deliver a cohesive onboarding experience, focusing on customer value, product adoption, and operational efficiencies.

Amusement Park and ArcadeHospitalityLeisurePoint of SaleSoftwareTicketing

Growth Opportunities

Responsibilities

Build, lead, and foster a culture of customer centricity and high-performance

Add value to customer relationships through direct engagement and proven approaches, driving desired customer outcomes

Design and implement scalable onboarding processes to shorten time-to-value, improve product adoption levels, and enhance customer training experiences

Define and track performance metrics and KPIs at both team and account levels, ensuring performance visibility and accountability

Increase product adoption through the development of onboarding resources, including scalable training materials and videos

Work with Sales and Customer Success to optimize customer hand-offs, increasing onboarding efficiencies and eliminating customer effort

Guide team members in maintaining and enhancing customer relationships, with hands-on involvement in key accounts

Lead key Customer Programs requiring collaboration across departments like Sales, Customer Success, Support, and Product

Qualification

Customer Onboarding LeadershipTechnical ImplementationProduct Adoption StrategiesAnalytical SkillsRelationship ManagementCustomer EngagementCommunication SkillsProject ManagementCross-Functional Collaboration

Required

Minimum 2+ years in a Customer Onboarding leadership role with a proven track record of meeting KPIs

Strong understanding of software, subscription, and renewal-based business models

Experience with B2B customer success focused on onboarding, product adoption, and technical implementation

Exceptional communication skills for C-level interactions and relationship development

Strong analytical and project management skills to drive business growth through data-driven strategies

Preferred

Enterprise customer experience is a plus

MBA or related graduate degree preferred

Technical undergrad and relevant certifications are a plus

Background in family attractions or entertainment venues

Benefits

Paid time off (PTO), Sick days, and US holidays.

4 ROLLER Recharge days per year (When we hit our goals each quarter, we take a well-earned day off together to relax, recharge, and celebrate our wins).

16 weeks paid Parental leave for primary carers and 4 weeks paid Parental leave for secondary carers.

100% paid Medical Insurance for US Employees.

401(k) Plan with a 100% match on contributions up to 5%.

Team Member Assistance Program to proactively support our team's health and well-being, access to coaching, education modules, weekly webinars, and more.

Individual learning and development budget plus genuine career growth opportunities as we continue to expand!