Customer Success Manager - Remote

Overview

Are you passionate about helping ensure customers succeed and making their experience seamless? Do you enjoy building relationships, solving problems, and guiding customers to get the most out of a platform? Rockbot is looking for a Customer Success Manager (CSM) to support our key customer accounts and help them grow on the platform.

In Short

• Manage a portfolio of franchisee relationships of one of Rockbots strategic customers.
• Drive adoption and platform usage across franchisees by delivering training sessions.
• Lead regular cadence calls with customers to align on usage and provide best practices.
• Act as the first line of escalation for franchisee communications.
• Support ongoing operational and administrative needs.
• Collaborate closely with internal teams to communicate franchisee feedback.
• Monitor franchisee account activity and engagement data.
• Partner with the Strategic CSM for customer Business Reviews.

Requirements

• Experience managing multi-location or franchisee accounts for large brands.
• Strong organizational and proven project management skills.
• Excellent communication skills.
• Ability to conduct training sessions and educate clients on software solutions.
• Comfortable with managing support tickets alongside tech support teams.
• Ability to coordinate cross-functionally.
• Detail-oriented and proactive.

Benefits

• Market-based compensation approach.
• Variable commission based on KPIs and goals.
• Equity options available.
• Comprehensive benefits for all team members.