Scaled Customer Success Manager

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.