Customer Success Manager, Mid-Market

At Rockbot, we’re transforming how businesses connect with customers through music, TV, digital signage, and in-location media experiences. From neighborhood businesses to global brands, we help create engaging environments that bring people together.

Our Customer Success team plays a critical role in building lasting partnerships, driving retention, and helping customers maximize the value of Rockbot’s solutions.

We’re looking for a Mid-Market Customer Success Manager who thrives on building relationships, solving problems, and identifying opportunities for growth.

You’ll manage a portfolio of approximately 50 accounts, each representing $20K–$100K in annual recurring revenue (ARR), including multi-location businesses and franchise brands. You’ll own the post-sale relationship, with a focus on customer retention, account health, product adoption, and expansion.

Working closely with Sales, Support, Customer Operations, Billing, and Product, you’ll ensure customers receive a seamless experience from onboarding through renewal and growth.

This role is ideal for someone who combines strategic thinking with hands-on execution, can effectively manage a sizable portfolio, and knows how to balance personalized engagement with scalable customer success programs.

WHAT YOU’LL DO

OWN CUSTOMER RELATIONSHIPS & RETENTION

- Own renewals across your portfolio, proactively engaging decision-makers and documenting renewal plans in Salesforce at least 90 days before renewal.

- Develop and maintain account plans covering key stakeholders, business goals, renewal timelines, customer health, and growth opportunities.

- Monitor account health through product usage, device activity, NPS, support trends, payment status, and stakeholder engagement.

- Identify churn risks, adoption gaps, and emerging customer needs early, taking proactive steps to address them.

- Lead recovery efforts for at-risk accounts, identifying root causes, establishing action plans, and coordinating internal teams through resolution.

DRIVE GROWTH & EXPANSION

- Identify opportunities to expand Rockbot’s footprint across customer locations, increase product adoption, and introduce additional solutions, including TV and digital signage.

- Partner with Sales to develop and advance expansion opportunities, providing customer insights and commercial context.

- Own portfolio growth targets and contribute directly to expansion revenue.

- Support customer pilots through training, education, and conversion to paid solutions.

- Understand customers’ evolving business priorities and proactively recommend solutions that support their growth.

ELEVATE CUSTOMER HEALTH, ADOPTION & EXPERIENCE

- Lead strategic customer conversations focused on business objectives, performance, and opportunities to maximize value.

- Maintain a consistent engagement cadence tailored to each account’s needs and service tier.

- Drive adoption through customer training, webinars, dashboard education, group sessions, and self-service resources.

- Conduct Strategic Business Reviews (SBRs) and Quarterly Business Reviews (QBRs), connecting performance and account health to customer goals and actionable next steps.

- Manage the NPS feedback loop, following up with customers and sharing recurring insights with Product.

- Build trusted relationships across customer organizations, from executive sponsors and corporate leaders to franchisees and location-level operators.

BRING TEAMS TOGETHER & MAKE THINGS HAPPEN

- Partner with Sales during late-stage opportunities to establish expectations and support a smooth customer transition.

- Coordinate the customer journey from handoff through onboarding, implementation, and ongoing account management.

- Serve as the primary customer contact during escalations, coordinating with Support and internal teams to ensure timely communication and resolution.

- Initiate account changes and order forms through Customer Operations, ensuri