Scaled Customer Success Manager

About the role

Rogo is seeking its first Scaled Customer Success Manager to own a large portfolio of high‑growth financial clients, driving adoption, retention, and expansion through scalable programs and data‑driven interventions.

Key responsibilities

• Manage a broad book of accounts, segmenting customers by health, usage, and expansion potential to prioritize human‑touch versus tech‑touch engagement.
• Design and execute scaled‑impact programs such as webinars, office hours, onboarding cohorts, in‑app campaigns, and email updates.
• Partner with CS Ops, Marketing, and Product to build an automated customer lifecycle, including in‑app guides and self‑serve enablement content.
• Monitor adoption and health signals, triggering targeted outreach, playbooks, and escalations when usage deviates from healthy patterns.
• Own renewals, forecast accurately, identify churn risk early, and execute 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.

Required profile

• 5‑7+ years of experience in customer success, account management, or related customer‑facing roles, preferably in a scaled or digital CS model.
• Proven ability to drive outcomes across a large portfolio through programs, automation, and data‑driven decision making.
• Strong communication skills for group sessions (webinars, office hours) and executive conversations.
• Outstanding project‑management abilities, highly organized and able to run multiple parallel workstreams.
• Analytical mindset comfortable pulling usage data, building segmentations, and measuring program impact.

Required skills

• Experience with usage analytics and data‑driven customer health monitoring.
• Content creation for customer‑facing emails, in‑app messaging, enablement material, and webinar scripts.