[Hiring] Customer Success Manager @Rockbot
Mar 13, 2025 - Rockbot is hiring a remote Customer Success Manager. 💸 Salary: $70,000 to $85,000 + variable comp bonus, plus equity. 📍Location: USA.
Role Description
This role involves enhancing customer experience and driving growth through strong relationships, project management, and active communication.
- Build and nurture relationships with assigned and inbound customers, serving as their primary point of contact for inquiries, requests, and overall relationship management.
- Develop a deep understanding of customers' business objectives, challenges, and success criteria, documenting key insights in the appropriate internal systems.
- Guide customers through onboarding to ensure a seamless and successful implementation of Rockbot’s products and services.
- Provide training, support, and best practices to help customers maximize value and achieve desired outcomes.
- Support the overall health and success of your assigned customer segment.
- Work collaboratively with other CSMs to assess and improve the customer experience.
- Act as an advocate for your customer segment, ensuring their needs, priorities, and feedback are represented across internal teams.
- Partner with sales, product, and support teams to address challenges, resolve issues, and enhance customer satisfaction.
- Drive renewals and retention by demonstrating ongoing value and ROI.
- Develop and execute account plans, renewal strategies, and retention initiatives to maintain high customer satisfaction and loyalty.
- Identify upsell and cross-sell opportunities within existing accounts and facilitate introductions to the sales team when appropriate.
- Gather and analyze customer feedback, insights, and testimonials to inform product development, marketing strategies, and business decisions.
- Conduct regular check-ins, surveys, and reviews to assess satisfaction and identify areas for improvement.
- Track and analyze key performance indicators (KPIs) such as retention rates, customer satisfaction scores, data hygiene, and documentation accuracy.
- Leverage data insights to identify trends, drive continuous improvement, and enhance the customer experience.
Qualifications
- 2 - 4 years of experience managing and developing client partnerships for major brands.
- A proven track record of consistently exceeding product adoption goals.
- A background in project management, with the ability to effectively communicate and collaborate across all levels of an organization, including the C-suite.
- Experience building strong relationships with executives and stakeholders at various management levels.
- A proactive and creative approach to identifying and solving customer pain points, with clear examples of how you’ve diagnosed and resolved challenges.
- Expertise in leveraging data and analytics to drive customer engagement, inform strategy, and optimize success programs.
- Comfort in supporting customers at scale by using automation, technology, and structured processes to enhance efficiency and impact.
- Experience developing training or educational content for diverse audiences, ensuring customers have the resources they need to succeed.
Benefits
- Compensation band for this role is $70,000 to $85,000, + variable comp bonus, plus equity, and benefits for all team members.
Company Description
Rockbot empowers businesses to simply and reliably stream the right content to make their guests' experience great with a suite of innovative multimedia solutions.
- Rockbot TV
- Rockbot Digital Signage
- Rockbot Music
- Rockbot Audio Messaging
Rockbot is the only platform that unifies the full spectrum of media solutions with an enterprise-grade SaaS platform, enabling them to control, schedule, and monitor any number of locations from our web dashboard and mobile app.
From independent local businesses to large national brands - across 50,000 locations in nearly every industry, including restaurants, bars, retailers, fitness, hospitality, personal care, corporate offices, medical, multi-unit residential, and more, Rockbot provides all the tools & licensed content businesses need.
We are a Series B technology platform, backed by tier-one investors including Google and Universal Music Group, Rockbot is the future of out-of-home media.
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
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Salary
💸
$70,000 to $85,000 + variable comp bonus, plus equity
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Remote
Location
USA
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|
Job Type
unspecified
|
Posted
Mar 13, 2025
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
