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Scaled Customer Success Manager

Rogo· GTM
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New York City$130k - $175k + equity + bonusFull-timePosted 5mo ago

About the role

Rogo is hiring a Scaled Customer Success Manager to own a large portfolio of accounts end-to-end, driving adoption, value realization, retention, and expansion at scale through data-driven programs, automation, and scalable playbooks.

Responsibilities

  • 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

Qualifications

  • 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

Skills

Required:Portfolio managementAutomation and data-driven programsContent creationGroup facilitation and executive communicationProject management

Benefits

  • Equity
  • Comprehensive medical, dental, and vision coverage
  • Paid time off
Last updated Oct 8, 2026. Interested? Apply on the company site.

About Rogo

Secure AI for Finance Professionals

Rogo is the secure generative AI platform built for elite financial institutions. Save time, unlock insights and automate workflows in days.

AIFinanceData SecurityAutomation
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