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Scaled Customer Success Manager

RogoNew York CityGTM
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Salary
$130K - $175K USD
Job type
Full-time
Posted
4 May 2026
Status
Open · checked 7d ago

About this role

Rogo is seeking a Scaled Customer Success Manager to join its GTM team in New York City on a full-time basis. This role is ideal for an experienced professional with a background in digital or pooled customer success who wants to shape the future of artificial intelligence in global finance.

Role Overview

The Scaled Customer Success Manager will oversee a broad portfolio of accounts end-to-end to drive initial adoption, ongoing value realization, retention, and revenue expansion. As the first team member dedicated to scaled customer success, this individual will leverage automation, digital touchpoints, and targeted programs to engage hundreds of users simultaneously while partnering with executive stakeholders.

Key Responsibilities

Manage a large volume of accounts by segmenting customers based on health metrics, usage patterns, and expansion potential to determine when digital programs versus human intervention are required.
Design and execute scaled engagement initiatives, including webinars, office hours, onboarding cohorts, in-app campaigns, and targeted email updates.
Collaborate with Customer Success Operations, Marketing, and Product teams to build and optimize the automated customer lifecycle from onboarding through renewal.
Monitor adoption signals and account health data to trigger targeted outreach, automated playbooks, and escalations for accounts showing unhealthy usage.
Own account renewals across the assigned book of business by forecasting accurately, mitigating churn risks early, and executing scaled retention strategies.
Identify upsell opportunities from product usage data to generate pipeline through targeted campaigns and lightweight individual engagement.
Develop, test, and iterate on repeatable customer success playbooks for onboarding, at-risk accounts, and expansion.
Aggregate client feedback, usage trends, and friction points to share structured insights with Product, Engineering, and Marketing.
Identify power users and customer champions to convert into references, case studies, and community advocates.

Requirements

Possess 5 to 7+ years of professional experience in customer success, account management, or similar customer-facing roles, ideally within a scaled, pooled, or digital customer success model managing large portfolios.
Demonstrated capability to drive positive outcomes across a wide account base using programs, automation, and data analytics.
Familiarity with utilizing usage analytics to prioritize workflows and trigger operational actions.
Strong content creation capabilities, including the ability to write clear customer-facing emails, in-app messaging, enablement materials, and webinar scripts.
Confident communication skills to facilitate group sessions such as webinars, office hours, and cohort onboardings, alongside handling one-on-one executive conversations.
Outstanding project management abilities with extreme organization, attention to detail, and the capacity to manage multiple parallel workstreams.
Analytical mindset with comfort in pulling usage data, creating customer segmentations, and measuring the impact of programs.
Extreme sense of ownership and a strong preference for creating repeatable systems rather than relying on one-off solutions.

Nice to Have

Previous experience building a scaled or digital customer success motion from scratch or at an early stage.
Background at a high-growth enterprise or financial technology company serving investment banking, private equity, hedge funds, or related financial clients.
High-volume client-facing experience specifically within the artificial intelligence sector.

Skills and Tools

Portfolio management and account segmentation
Automated customer lifecycle optimization
Data-driven intervention and usage analytics tracking
Scaled content creation and digital program execution
Project management and cross-functional collaboration

Salary and Benefits

Annual base salary ranging from $130,000 to $175,000 USD per year.

About the Company

Rogo is on a mission to transform global finance by empowering professionals at top investment banks, private equity funds, and investment firms with AI that provides speed, accuracy, and insight. Backed by world-class investors, the company features a rapidly growing global client base and a team dedicated to solving complex problems in the financial sector.

How to Apply

Interested candidates should visit the official Rogo careers page to submit an application for this position.

Questions candidates ask

What is the salary range for the Scaled Customer Success Manager role at Rogo?

The annual base salary ranges from $130,000 to $175,000 USD.

Where is this job located?

This position is located in New York City and is a full-time, non-remote role.

How many years of experience are required?

The role requires 5-7+ years of experience in customer success, account management, or related customer-facing roles, specifically in scaled, pooled, or digital customer success models.

What department does this role belong to?

This position sits within the GTM (Go-To-Market) department.

What are the primary responsibilities of this position?

Responsibilities include managing a large book of accounts using scaled programs, building automated digital customer journeys, monitoring health signals for data-driven interventions, owning renewals and retention, and driving expansion at scale.

Ready to apply?

The application is on the official Rogo careers page.

Apply on company site