Customer Success Manager

The Company

At Rollstack, we are revolutionizing the way businesses share and communicate data and insights. Organizations worldwide rely on slide decks and documents to make informed decisions, whether for leadership, clients, or partners. Yet, preparing these materials often consumes countless hours. Rollstack fully automates that.

We help some of the world’s leading organizations—from startups to public companies like SoFi and Monday—in automating their slide decks and documents. Headquartered in New York, we offer a remote-friendly workplace and are backed by Insight Partners and Y Combinator, the most successful startup incubator in the world that produced the likes of Airbnb, Twitch, Instacart, Dropbox, Reddit, Doordash, Stripe, Coinbase, etc.

Our team operates with speed and focus to deliver outsized impacts for our customers. We approach every challenge with first principles, never assuming things have to be done a certain way. We are a diverse team that believes intelligence and kindness go hand in hand, welcoming individuals from all backgrounds. Our persistence and rapid execution define us as a category leader and a future generational company.

About the Role

Rollstack is seeking a dedicated and experienced Customer Success Manager to join our team. In this pivotal role, you will be responsible for ensuring our customers achieve their desired outcomes while using Rollstack’s solutions. You will build strong relationships with our clients, understand their business needs, and help them maximize the value they receive from our products.

As a Customer Success Manager, you will serve as the primary point of contact for our customers post-sale, guiding them through onboarding, adoption, and ongoing engagement. You will work closely with cross-functional teams, including Sales, Product, and Engineering, to ensure a seamless customer experience and drive retention and expansion opportunities.

What You Will Do

• Customer Onboarding: Lead new customers through a smooth onboarding process, ensuring they are set up for success from day one.
• Relationship Management: Build and maintain strong, long-lasting relationships with key stakeholders within customer organizations.
• Renewals and Expansion: Identify opportunities for account growth and collaborate with Sales to drive renewals and upsells.
• Strategic Planning: Develop and execute success plans that align with customers’ business objectives and goals.
• Product Adoption: Drive product adoption and usage by educating customers on features, best practices, and new releases.
• Issue Resolution: Act as the customer’s advocate within Rollstack, coordinating with internal teams to resolve issues promptly.
• Customer Feedback: Gather customer feedback and insights to inform product enhancements and improvements.
• Reporting and Analytics: Monitor customer health metrics and provide regular reports to internal teams and customers.
• Advocacy and References: Develop customer advocates who can provide testimonials, case studies, and referrals.

Who We Are Looking For

• Experience: 5+ years of experience in Customer Success, Account Management, or related roles within a SaaS technology company.
• Sales Skills: You’re a seller at heart with proven ability to build and maintain strong relationships with enterprise clients.
• Customer-Centric: Deep passion for customer success and a strong commitment to delivering exceptional experiences.
• Communication Skills: Excellent verbal and written communication skills with high attention to detail.
• Strategic Thinker: Ability to understand customers’ business objectives and align them with Rollstack’s solutions.
• Collaborative: Experience working cross-functionally with Sales, Product, and Engineering teams.
• SQL Knowledge
• Industry Knowledge: Familiarity with business intelligence, data analytics tools, or related industries is a plus.
• Education: Bachelor’s degree in Engineering, Technology, Business, or a related field.

Why Join Us

• Impactful Role: Play a crucial part in a Y Combinator-backed company that is transforming how people work more efficiently worldwide.
• Experienced Leadership: Work alongside founders who are former leaders at Pinterest, Groupon, Deel, Tesla, and AiFi.
• Remote-Friendly: Enjoy a fully remote and diverse workplace that values work-life balance.
• Innovative Environment: Be part of a world-class team where your contributions directly influence customer success and company growth.
• Company offsites: Participate in bi-annual team offsites at dream destinations from your travel bucket list.
• Equity Ownership: Gain life-changing equity in a fast-growing and cash-flow-positive startup.

1. Introduction & Behavioral interview
2. Case study
3. Cultural fit interview