Scaled Customer Success Manager

About the Company

Rogo is transforming global finance by empowering professionals at the world's top investment banks, private equity funds, and investment firms with AI that delivers unparalleled speed, accuracy, and insight. We are defining a new category of enterprise AI for the financial industry.

Responsibilities

• Manage a large book of accounts by segmenting customers by health, usage, and expansion potential
• Design and execute scaled engagement programs including webinars, office hours, and onboarding cohorts
• Partner with CS Ops, Marketing, and Product to optimize the automated customer lifecycle
• Monitor adoption and health signals to trigger targeted outreach and playbooks
• Own renewals and forecasting while identifying churn risks early
• Identify upsell signals from product usage data to drive expansion
• Build and iterate on repeatable playbooks for onboarding, at-risk, and expansion motions
• Aggregate customer feedback and usage trends to provide insights to Product and Engineering
• Convert power users into references and case studies

Requirements

• 5-7+ years of experience in customer success or account management
• Experience in a scaled, pooled, or digital CS model managing large account books
• Proven ability to drive outcomes through automation and data-driven programs
• Strong content creation skills for emails, in-app messaging, and webinar scripts
• Ability to lead group sessions and handle executive conversations
• Strong project management and analytical skills
• Experience with usage analytics and data segmentation

Preferred Qualifications

• Experience building a scaled or digital CS motion from scratch
• Experience at a high-growth fintech company selling to investment banking or private equity
• Experience in the AI space