Customer Success Manager - Mid-Market

Remote - US Customer Success
At Rollbar, our mission is to help developers build software quickly and painlessly. We are a ~70-person team based in San Francisco, Barcelona, and Budapest. Over 100,000 developers use our product to innovate faster and decrease time to market while maintaining best-in-class customer experience. Rollbar is used by some of the best engineering teams in the world, including Twilio, Salesforce, Zendesk, and Twitch. 

We are seeking a driven, customer centric, critical-thinking team player who loves leveraging their versatility and critical thinking aptitudes to develop relationships and deliver results for Rollbar’s customers. You will be part of the greater Customer Success Management team and will own the customer relationship post-sale and be responsible to improve the reach out and engagement playbooks and programs to this segment, utilizing our customer success tool.

You will:

  • Actively manage a large book of SMB/Mid-market customers
  • Increase revenue retention and ensure alignment by providing recommendations to drive customer adoption both during ‘in-person’ meetings and automated campaigns
  • Act as the main point of contact between the company and a segment of accounts
  • Represent the voice of the customer to inform our sales process and product roadmap
  • Maintain a deep understanding of our product/data offerings and speak with customers about the most relevant features/functionality for their specific goals
  • Improve upon our existing approaches to customer engagement and customer success utilizing our CS platform
  • You have:

  • 4+ years of experience in Customer Success for SMB Customers and/or for Marketing Programs (in a SaaS organization preferably)
  • Data analytics degree or previous experience is a huge plus
  • Bachelor’s degree in Marketing or Business
  • Experience creating and executing marketing campaigns and programs that drive customer engagement and advocacy
  • Exceptional written and oral communication skills with the proven ability to communicate complex concepts concisely and clearly
  • Ability to translate end-user requests to product and engineering solutions
  • Proven ability to develop effective digital journeys to promote self-service, adoption, upsell, and referrals
  • Interpersonal skills to build highly effective working relationships with sales, marketing, and customer success
  • Organization skills and ability to multi-task
  • Drive, self-motivation, enthusiasm and a “can do” attitude
  • Solid organizational/time management skills with ability to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve
  • Can work independently and as part of a collaborative team
  • Our support stack:

  • Intercom, AskNicely
  • Churnzero, Hubspot, Salesforce
  • Clubhouse, Slack, Periscope (Sisense)
  • Stripe, Github, Mailgun
  • Benefits and perks:

  • Competitive salary and stock options
  • Medical, dental and vision health benefits
  • Parental leave: 12 weeks
  • Generous hardware and software allowance
  • Casual work environment
  • Inclusive team-oriented culture
  • Have fun and make an impact

  • Rollbar

    Rollbar provides real-time error tracking & debugging tools for developers. JavaScript, PHP, Ruby, Python, Node.js, Android, iOS & more languages supported.

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