Customer Success Manager, Mid-Market

Rockbot is hiring a Mid-Market Customer Success Manager to own post-sale relationships for a portfolio of business customers, with a focus on retention, account health, product adoption, and expansion. The role coordinates with Sales, Support, Customer Operations, Billing, and Product to guide customers from onboarding through renewal and growth.

Responsibilities:

• Own renewals across your portfolio, proactively engaging decision-makers and documenting renewal plans in Salesforce at least 90 days before renewal
• Develop and maintain account plans covering key stakeholders, business goals, renewal timelines, customer health, and growth opportunities
• Monitor account health through product usage, device activity, NPS, support trends, payment status, and stakeholder engagement
• Identify churn risks, adoption gaps, and emerging customer needs early, taking proactive steps to address them
• Lead recovery efforts for at-risk accounts, identifying root causes, establishing action plans, and coordinating internal teams through resolution
• Identify opportunities to expand Rockbot’s footprint across customer locations, increase product adoption, and introduce additional solutions, including TV and digital signage
• Partner with Sales to develop and advance expansion opportunities, providing customer insights and commercial context
• Own portfolio growth targets and contribute directly to expansion revenue
• Support customer pilots through training, education, and conversion to paid solutions
• Understand customers’ evolving business priorities and proactively recommend solutions that support their growth
• Lead strategic customer conversations focused on business objectives, performance, and opportunities to maximize value
• Maintain a consistent engagement cadence tailored to each account’s needs and service tier
• Drive adoption through customer training, webinars, dashboard education, group sessions, and self-service resources
• Conduct Strategic Business Reviews (SBRs) and Quarterly Business Reviews (QBRs), connecting performance and account health to customer goals and actionable next steps
• Manage the NPS feedback loop, following up with customers and sharing recurring insights with Product
• Build trusted relationships across customer organizations, from executive sponsors and corporate leaders to franchisees and location-level operators
• Partner with Sales during late-stage opportunities to establish expectations and support a smooth customer transition
• Coordinate the customer journey from handoff through onboarding, implementation, and ongoing account management
• Serve as the primary customer contact during escalations, coordinating with Support and internal teams to ensure timely communication and resolution
• Initiate account changes and order forms through Customer Operations, ensuring requests are completed accurately and efficiently
• Collaborate with Sales, Support, Customer Operations, Billing, and Product to resolve challenges and deliver a connected customer experience
• Advocate for customers internally, sharing feedback and identifying opportunities to improve products, processes, and service
• Lead communication around business reviews, strategic initiatives, and brand-level escalations
• Keep internal and external stakeholders aligned on priorities, progress, and next steps

Requirements:

• 2–4 years of experience in Customer Success or Account Management within B2B SaaS, hardware-enabled technology, or multi-location services, ideally managing a high-volume portfolio
• Proven success driving renewals, retention, and account expansion, including navigating commercial conversations and contract terms
• Experience leading customer meetings, strategic business reviews, and executive-level discussions
• Ability to build relationships and influence stakeholders across complex, multi-level organizations
• Strong prioritization and time-management skills, with the ability to balance a sizable portfolio and competing priorities
• Excellent customer training, presentation, and facilitation skills
• Strong organizational and project management abilities, including coordinating cross-functional initiatives
• Familiarity with Salesforce, Zendesk, and Confluence, or the ability to learn quickly
• Exceptional written and verbal communication skills across executive, operational, and cross-functional audiences
• A proactive, analytical, and solutions-oriented mindset, with a willingness to roll up your sleeves
• Experience with Highspot and BI dashboards is a plus
• Experience supporting franchise organizations and navigating complex franchisee relationships
• Familiarity with multi-location businesses in restaurants, retail, hospitality, fitness, or related industries
• Exposure to media, music, digital signage, AV hardware, or related technologies
• Experience with customer health scoring, NPS programs, and data-driven Customer Success strategies