[Remote] Scaled Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Rogo is building Wall Street's first true AI banker, aiming to empower finance professionals with AI solutions. The Scaled Customer Success Manager will manage a portfolio of accounts, driving adoption, retention, and expansion through strategic engagement and data-driven interventions.

Responsibilities

• 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
• 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
• 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
• Monitor adoption and health signals across the portfolio, triggering targeted outreach, playbooks, and escalations when accounts deviate from healthy usage patterns
• Own renewals across your book, forecasting accurately, identifying churn risk early, and executing scaled save motions to protect and grow recurring revenue
• Identify upsell signals from product usage data and convert them into pipeline through targeted campaigns and lightweight 1:1 engagement
• Build, test, and iterate on repeatable plays (onboarding, at-risk, expansion) that other CSMs can deploy across the customer base
• Aggregate feedback, usage trends, and friction points from across the portfolio and relay structured insights back to Product, Engineering, and Marketing
• Identify power users and champions across your book and convert them into references, case studies, and community advocates

Skills

• 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
• 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

Company Overview