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ROLLER · 2 days ago

VP of Solutions Engineering

San Francisco, CA

Full-time

Hybrid

Director/Executive

ROLLER is a global software-as-a-service company focused on enhancing efficiency and guest experiences in the leisure and attractions industry. They are seeking a VP of Solution Engineering to lead the Solution Engineering function, driving new business and customer success while bridging insights into product innovation.

Amusement Park and ArcadeHospitalityLeisurePoint of SaleSoftwareTicketing

Growth Opportunities

Responsibilities

Establish Solution Engineering as a cornerstone capability across the revenue funnel and customer lifecycle, acting as a bridge between Sales, Customer Success, Product, Partnerships, and Education

Hire, coach, and scale a globally distributed team of Solution Engineers who are trusted experts and role models for technical and commercial excellence

Create a culture of accountability, playbook-driven execution, and continuous improvement, striking a balance between pragmatism and entrepreneurial innovation

Build and embed scalable processes, tooling, and reporting systems that provide leaders and cross-functional partners with clear visibility into SE impact

Define and operationalise clear KPIs, using these metrics to drive team performance, prioritise resources, and inform Product and GTM decisions

Partner closely with cross‑functional stakeholders to ensure SE insights and outputs enable every part of the business to succeed, from shaping Product roadmaps, to building LX education programs, to equipping AEs, CSMs, and Support with the knowledge they need to deliver value

Lead world‑class discovery and pilot engagements to ensure strong alignment and a faster path to close

Partner with AEs to drive ROI‑driven selling, building business cases and solution proposals that clearly link features to commercial outcomes

Be willing to make tough calls to protect the business by disqualifying misaligned deals

Collaborate with Customer Success and Account Management to integrate technical expertise into onboarding, key account management, and scaled support programs

Act as a trusted advisor post‑sale, helping customers meet their business objectives and extract maximum value from ROLLER

Identify and resolve friction points surfaced through pilots, onboarding, support tickets, and customer feedback, directly lifting NRR and satisfaction

Collaborate with Product and Data teams, feeding back aggregated market and customer signals to guide investment and roadmap focus

Ensure field learnings are baked into Product discovery and validation processes

Work closely with Data Analysts to surface patterns and insights that improve customer and internal decision-making

Partner with our LX team and internal leaders to shape education programs, resources, and enablement tools that lift both staff and customer capabilities

Ensure SE insights translate into practical resources that drive scalable onboarding, better adoption, and more confident internal teams and customers

Support ROLLER's broader ecosystem by building and supporting the technical needs of our partnerships community, including App integrations and solution partners who leverage our APIs to deliver bespoke customer requirements

Qualification

Solution Engineering leadershipPre-Sales functionsROI-based sellingSaaS experienceProduct-led demosBuilding systemsPlaybooksCollaboration skillsTechnical expertiseEducation program developmentCustomer success focusCommunication skills

Required

Proven success leading Solution Engineering or Pre‑Sales functions in a vertical SaaS environment - you understand operational complexity and domain expertise, and you raise the bar by driving high standards and continuous improvement in everything you and your team deliver

Proven proficiency in product‑led demos, discovery, ROI‑based selling, and pilot execution - you've done the work yourself and can coach others, showing the energy and focus to make it happen and deliver real, measurable results

Pragmatic, commercially astute, and willing to have tough conversations. You protect the business and set teams up for success by ensuring customer fit, truly obsessing over customer success, even when that means saying no to misaligned opportunities

Strong collaboration across Sales, Product, Education, Partnerships, and Customer Success - you naturally go together, sharing knowledge, teaching others, and lifting those around you so the whole team moves forward

Experience in a scaling SaaS company stage, building teams and processes from the ground up while delivering impact from day one. You're willing to eat the frog, tackling the complex problems head‑on, keeping it real with transparent communication, and bold enough to shake the tree to try new approaches

Preferred

Familiarity with configuration‑heavy products, APIs, integrations, and data flows, showing curiosity and courage to shake the tree and explore new ways to solve customer challenges

Proven ability to build systems and playbooks, not just operate within them, consistently raising the bar by leaving every process and team better than you found it

Experience serving a broad customer base, from low‑tech operators to enterprise customers with complex, high‑tech needs and scaled onboarding requirements, always playing the infinite game by building relationships and solutions that stand the test of time

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.

Highly flexible work environment with an All Access pass to WeWork, depending on your location.

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