Strategic Customer Success Manager

Are you a proactive customer driven individual who loves building and fostering relationships? Do you thrive on aligning stakeholders, translating strategies into execution, and ensuring marketing programs run seamlessly? Are you a planner and communication guru who can navigate renewals, account expansion, and keep everything on track? If so, Rockbot is looking for a Strategic Customer Success Manager to join our growing Customer Success team, let’s chat!

The Strategic Customer Success Manager will support a book of Rockbot’s top accounts. You will nurture these client relationships, drive account growth through strategic alignment and flawless execution. As the primary point of contact, you’ll ensure seamless communication between internal and external stakeholders across multiple departments to drive success.

The Rockbot team helps businesses, brands, and places succeed by enabling them to deliver better customer experiences and build stronger connections through media in real-world spaces. We are technologists, music lovers, and content creators all focused on producing the most amazing customer experience possible—and we’re having a great time doing it!

You will:

• ​​Manage a strategic selection of Rockbot’s key customer accounts at both the executive and operational levels. You will own their success with how they use Rockbot, and educate them on platform capabilities and new functions added to the offerings. 
• Drive product utilization and expansion through onboarding, training and hands-on support through the lifetime of each client account.
• Serve as the internal primary point of escalation for your book of business to ensure customer satisfaction, retention and adoption.
• Analyze product performance data to discover key insights, develop new strategies and educate clients on new areas of opportunity via regular business reviews and calls.
• Chart, support and measure your account expansion and performance. 
• Serve as the primary point of contact for your customers, both internally and externally.
• Internally: take ownership of gathering necessary information, managing ongoing projects, and ensuring cross-functional alignment to support customer needs.
• Externally: build strong customer relationships by coordinating projects, addressing requests, and ensuring seamless collaboration between customers and internal teams to deliver exceptional solutions.

You have:

• Managed and developed enterprise client partnerships for major brands.
• Consistently overachieved in product adoption and KPI achievement and management.
• Built strong client relationships with executives and within different levels of management.
• Analyzed large data sets to uncover key campaign performance insights and developed new strategies to upsell clients on new products. 
• Presented comprehensive system and solution performance analyses and identified opportunities to drive product adoption and customer satisfaction. 
• Creatively and proactively identified and solved customer pain points, and can identify steps taken to identify, work and solve the issues faced. 
• Have a background in project management and feel comfortable communicating and working with all levels in an organization, including C-Suite.
• Exceptional communication skills, both verbal and written (copywriting), attention to detail, organization, and planning.

About Rockbot: 

Rockbot is an omnichannel media platform committed to elevating customer and employee experiences while fostering stronger connections in real-world spaces. Rockbot addresses the challenges businesses face in media management with integrated solutions spanning music, TV, digital signage, and advertising. Its mission is to enrich on-premise experiences with media technology, where every interaction is elevated and memorable.

From independent local businesses to large national brands - across nearly every industry, including restaurants, bars, retailers, and more, Rockbot provides all the tools and licensed content businesses need.  Backed by leading investors including Google and Universal Music Group, Rockbot is the future of out-of-home media. For more information visit www.rockbot.com.

Compensation:

Rockbot takes a market-based approach to pay, and pay may vary depending on your location in the U.S. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

The compensation band for this role is $110-130K base, plus variable, equity, and benefits for all team members. In addition to base salary, this role will be eligible for a variable commission based on KPIs and goals. 

Our Values:

• Drive: We pursue our mission with relentless tenacity, passion, and optimism and inspire those around us to do the same. We love the journey and are on offense all the time. Yesterday was good enough for yesterday, but today we have to do even better.
• Accountability: We take ownership of our promises, responsibilities, behaviors, and products, and we expect the same of others. Standing behind our mistakes, communicating honestly, and making things right creates trust and strong relationships.  
• Curiosity: We are hungry to learn and continually deepen our knowledge, skills, and understandings. We have a growth mindset and are intellectually curious. We challenge our beliefs and seek feedback and insights from others. The “Why” and “How” always matters.  
• Empathy: We embrace that no two people or businesses are the same. We strive to understand others as deeply as possible and feel their pains and passions. 
• Ingenuity: We work hard but we think smart. We bring creativity, technology, and practicality together to solve tough challenges.
• Integrity: We say what we mean, and do what we say, simply, clearly, honestly. 

Rockbot is an Equal Opportunity Employer, but that’s just the start. We believe different perspectives help us grow and achieve more. That’s why we’re dedicated to hiring and developing the most talented and diverse team – which includes individuals with different backgrounds, abilities, identities and experiences.