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 customersIncrease revenue retention and ensure alignment by providing recommendations to drive customer adoption both during ‘in-person’ meetings and automated campaignsAct as the main point of contact between the company and a segment of accountsRepresent the voice of the customer to inform our sales process and product roadmapMaintain a deep understanding of our product/data offerings and speak with customers about the most relevant features/functionality for their specific goalsImprove 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 plusBachelor’s degree in Marketing or BusinessExperience 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 clearlyAbility to translate end-user requests to product and engineering solutionsProven 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 successOrganization skills and ability to multi-taskDrive, self-motivation, enthusiasm and a “can do” attitudeSolid organizational/time management skills with ability to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solveCan work independently and as part of a collaborative team
Our support stack:Intercom, AskNicelyChurnzero, Hubspot, SalesforceClubhouse, Slack, Periscope (Sisense)Stripe, Github, Mailgun
Benefits and perks:Competitive salary and stock optionsMedical, dental and vision health benefitsParental leave: 12 weeks Generous hardware and software allowanceCasual work environmentInclusive team-oriented cultureHave fun and make an impact
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