Senior Customer Programs Manager

Remote - US Customer Success
At Rollbar, our mission is to help developers build software quickly and painlessly. We are a ~90-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, JP Morgan Chase, and Twitch.

As a Senior Customer Programs Manager at Rollbar, you will be responsible for utilizing technology to proactively communicate with our customers, primarily focused on our self-served customer segment. You will also build and maintain resources to complement CSM outreach across our entire customer base. You will determine how various forms of outreach (in app product communication, emails, webinars, videos, NPS surveys) should work together across the customer journey, and align with our overall company vision, customer marketing plan, and implementation process. 

You will:

  • Own the Tech Touch program at Rollbar across the customer journey
  • Drive customer adoption and ROI of solutions at scale
  • Craft effective email communication templates to ensure customers are continuously working toward key milestones and successful adoption
  • Track email performance metrics (A/B testing, open rate, click rate of email messages)
  • Develop cadence of tech touches aligned to the customer journey including: new customer welcome, implementation, adoption, impact, expansion/renewal
  • Monitor at-risk customers through usage, reporting and analytics and take appropriate actions to manage and/or escalate to an efficient resolution
  • Adapt approach and iterate on existing strategies across multiple use cases
  • Work cross-functionally leveraging expertise and resources in Implementation, Support, Sales, Product, Enablement, and Operations
  • Work with Customer Success Managers to execute 1:many communication strategies to drive end user engagement, maximize product adoption
  • You have:

  • 4+ years of experience in customer enablement, customer success, customer operations, customer marketing, or program management
  • Deep commitment to customer success - satisfaction isn't good enough
  • Someone analytical by nature with a knack for solving real-world business challenges
  • Strong communication, enablement, and program management skills
  • A creative, bold, executor who is skilled at working cross-functionally
  • A self-starter with ability to manage time and prioritize
  • Experience building or executing one-to-many programs through scalable technology
  • Bonus points:

  • Experience with Salesforce, Hubspot and Churnzero 
  • Benefits and perks:

  • Competitive salary and stock options
  • Medical, dental and vision insurance
  • Parental leave: 12 weeks
  • Generous hardware, software, and home office set up 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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