Scaled Customer Success Manager

Rogo is building Wall Street's first true AI banker, aiming to empower finance professionals with AI solutions. The Scaled Customer Success Manager will manage a portfolio of accounts, driving adoption, retention, and expansion through strategic engagement and data-driven interventions.

Responsibilities:

• Own a large book of accounts, segmenting customers by health, usage, and expansion potential to prioritize where human touch is needed versus where tech-touch or digital programs can drive the outcome
• Design and execute scaled engagement programs, including webinars, office hours, onboarding cohorts, in-app campaigns, and email updates, that drive adoption and value realization across hundreds of users simultaneously
• Partner with CS Ops, Marketing, and Product to build and optimize the automated customer lifecycle, from onboarding through renewal, including in-app guides, lifecycle emails, and self-serve enablement content
• Monitor adoption and health signals across the portfolio, triggering targeted outreach, playbooks, and escalations when accounts deviate from healthy usage patterns
• Own renewals across your book, forecasting accurately, identifying churn risk early, and executing scaled save motions to protect and grow recurring revenue
• Identify upsell signals from product usage data and convert them into pipeline through targeted campaigns and lightweight 1:1 engagement
• Build, test, and iterate on repeatable plays (onboarding, at-risk, expansion) that other CSMs can deploy across the customer base
• Aggregate feedback, usage trends, and friction points from across the portfolio and relay structured insights back to Product, Engineering, and Marketing
• Identify power users and champions across your book and convert them into references, case studies, and community advocates

Requirements:

• 5-7+ years of experience in customer success, account management, or related customer-facing roles, ideally in a scaled, pooled, or digital CS model managing a large book of accounts
• Demonstrated ability to drive outcomes across a large portfolio through programs, automation, and data
• Comfort using usage analytics to prioritize and trigger action
• Strong content creation skills; you can produce crisp customer-facing emails, in-app messaging, enablement content, and webinar scripts that actually get read and acted on
• Confident communicator able to run group sessions (webinars, office hours, cohort onboardings) and handle 1:1 executive conversations when needed
• Outstanding project management skills; you're extremely organized, detail-oriented, and able to run many parallel workstreams across a large book
• Analytical mindset; you're comfortable pulling usage data, building segmentations, and measuring program impact
• Extreme sense of ownership and bias toward building repeatable systems rather than one-off solutions
• Experience building a scaled/digital CS motion from scratch or early-stage
• Experience at a high-growth enterprise or financial technology company selling into investment banking, private equity, hedge funds, or related high-finance customers strongly preferred
• High-volume client-facing experience within the AI space