At Rollstack, we are revolutionizing the way businesses share and communicate data and insights. Organizations worldwide rely on slide decks and documents to make informed decisions, whether for leadership, clients, or partners. Yet, preparing these materials often consumes countless hours. Rollstack fully automates that.
We help some of the world's leading organizations, from mid-sized to public companies like SoFi, Zillow and Whirlpool, in automating their slide decks and documents. Headquartered in New York, we offer a remote-friendly workplace and are backed by Insight Partners and Y Combinator, the most successful startup incubator in the world that produced the likes of Airbnb, Twitch, Instacart, Dropbox, Reddit, Doordash, Stripe, Coinbase, etc.
Our team operates with speed and focus to deliver outsized impacts for our customers. We approach every challenge with first principles, never assuming things have to be done a certain way. We are a diverse team that believes intelligence and kindness go hand in hand, welcoming individuals from all backgrounds. Our persistence and rapid execution define us as a category leader and a future generational company.
We're looking for a Customer Success Manager to own the customer journey, ensuring rapid adoption, long-term retention, and expansion of our product within key accounts. You’ll work cross-functionally with Sales, Product, and Engineering to drive meaningful outcomes for the business and our users, including improving customer satisfaction, reducing churn, and identifying growth opportunities.
What You Will Do- Own Client Activation & Onboarding — Become a Rollstack subject matter expert and lead new client onboarding from deal closure through initial adoption, running onboarding and follow-up sessions to ensure clients start seeing value immediately.
- Coordinate Cross-Functional Kickoffs — Work closely with Account Executives, Product, and Engineering to schedule and execute onboarding sessions, and ensure alignment across teams.
- Manage Ongoing Client Relationships — Lead strategic, value-driven business reviews to ensure progress towards customer goals, address challenges, and proactively support retention and growth.
- Directly Responsible for Net Dollar Retention (NDR) — Identify and close upsell/expansion opportunities as well as manage account renewals.
- Build Scalable Engagement Processes — Develop templates, workflows, and session structures that streamline onboarding and ongoing success across multiple accounts.
- Experiment & Iterate — Continuously refine client engagement strategies based on feedback, adoption data, and outcomes to improve satisfaction and long-term retention.
- 7+ years of professional experience, including 3+ years in Enterprise Customer Success and Account Management within the data and analytics space.
- A track record of driving adoption, retention, and account growth across Enterprise sized accounts (5,000+ employees).
- Strong proficiency in Salesforce and experience leveraging BI tools such as Tableau to monitor customer usage patterns to inform engagement strategies.
- Have experience communicating product value to a diverse range of technical and non-technical stakeholders.
- An analytical mindset with a track record of utilizing data to drive positive customer outcomes and business initiatives.
- Time Zone: Pacific
- Experience in early-stage or Series A SaaS startups
- Meaningful understanding of the BI and analytics industry, including the technology leveraged.
- Experience implementing and managing NPS tracking and customer health scoring
- Curiosity and a genuine passion for helping customers succeed and shaping product outcomes
- Join a Y Combinator-backed company that’s redefining how individuals and teams, across industries and around the world, work smarter and faster.
- Work alongside an exceptional team of builders and operators, including alumni from Amazon, Meta, Pinterest, Tesla, and AiFi.
- Be part of a fully remote, globally diverse workplace that values autonomy, impact, and collaboration.
- Contribute to a product that users love and that truly sells itself, built by a world-class product and engineering team.
- Look forward to bi-annual team off-sites in destinations that belong on your travel bucket list.
- Earn competitive compensation and meaningful equity in a fast-moving, high-leverage startup where your work directly shapes the company’s trajectory.
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