Scaled Customer Success Manager

Job description

Why Rogo Our mission is to transform global finance by empowering professionals at the world's top investment banks, private equity funds, and investment firms with AI that delivers unparalleled speed, accuracy, and insight. We're not just improving financial workflows; we're redefining them. This is a unique opportunity to join a generational company driving transformation in one of the most important industries in the world. With a rapidly growing, global client base, proven product-market fit, and backing from world-class investors, we are scaling quickly and defining a new category of enterprise AI. Our team is sharp, motivated, and deeply committed to Rogo’s mission. We take ownership of complex problems and stay relentlessly focused on our users. If you thrive in a fast-paced environment, demand excellence, and want to help build the future of finance, we invite you to join us. THE ROLE Rogo's customer success managers are highly motivated individuals with a proven track record for driving client outcomes. You’ll own a portfolio of accounts end-to-end, driving initial adoption, value realization, retention, and expansion. You’ll be the primary partner to both day-to-day users and executive stakeholders, ensuring customers achieve measurable ROI from Rogo and ultimately contributing to bottom-line revenue growth. WHAT YOU WILL OWN We’re looking for our first Scaled Customer Success Manager to join our team of highly motivated post-sales individuals. You'll manage a broad book of customers by building scalable playbooks, digital touchpoints, and data-driven interventions that drive adoption, retention, and expansion at scale. You'll be the connective tissue between our customers and Rogo, using automation, content, and targeted engagement to ensure every customer realizes measurable ROI and contributes to bottom-line revenue growth. - Portfolio Management: 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 - Scaled-Impact Programs: 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 - Digital Customer Journey: 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 - Data-Driven Intervention: Monitor adoption and health signals across the portfolio, triggering targeted outreach, playbooks, and escalations when accounts deviate from healthy usage patterns - Renewal & Retention: Own renewals across your book, forecasting accurately, identifying churn risk early, and executing scaled save motions to protect and grow recurring revenue - Expansion at Scale: Identify upsell signals from product usage data and convert them into pipeline through targeted campaigns and lightweight 1:1 engagement - Scalable Playbooks: Build, test, and iterate on repeatable plays (onboarding, at-risk, expansion) that other CSMs can deploy across the customer base - Voice of the Customer: Aggregate feedback, usage trends, and friction points from across the portfolio and relay structured insights back to Product, Engineering, and Marketing - Advocacy: Identify power users and champions across your book and convert them into references, case studies, and community advocates WHAT YOU WILL NEED - 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 BONUS - 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 WHO YOU ARE - You thrive in fast-paced environments. You are high-intensity and care a lot about what you do, and you're ecstatic to work at a startup. - You are ambitious. You have fun solving problems that others think are impossible. - You are curious. You find joy in learning about AI, technology, and finance. - You are an owner. You are autonomous, self-directed, and comfortable working with ambiguity. - You are collaborative, organized, thoughtful, and kind. WHY JOIN ROGO? - Up and to the right: Rogo has strong product adoption with the world's leading financial institutions, and we are still early. The upside is enormous. - Extraordinary team: we take talent density seriously. You'll do the best work of your career alongside some of the sharpest people in AI and finance. - A one-of-one problem: bringing AI to the core of how Wall Street works is one of the most ambitious, technically demanding, and consequential problems today. There is nowhere else you can work on it at this scale. - Real ownership: You'll own real surface area and watch the world's most sophisticated users rely on your work. - Always at the frontier: we work at the edge of what the best models can do and turn it into products people trust. If you're obsessed with AI, this is where it's happening.