Customer Success Manager, EMEA

Rogo's customer success managers are highly motivated individuals with a proven track record for driving client outcomes. You’ll own a portfolio of accounts end-to-end, driving initial adoption, value realization, retention, and expansion. You’ll be the primary partner to both day-to-day users and executive stakeholders, ensuring customers achieve measurable ROI from Rogo and ultimately contributing to bottom-line revenue growth.

What You Will Own:

• Client Relationship Management: Serve as the primary contact for clients with a prescriptive and consultative approach.
• QBRs & Executive Alignment: Plan and run QBRs and/or business reviews to align on client goals, roadmap, and next steps.
• Renewal Management: Own the renewal process end-to-end, including forecasting renewal timelines, managing stakeholder alignment, and mitigating churn risk.
• Customer Health & Retention: Monitor adoption and health signals, quarterback escalations, and prevent churn through proactive engagement and action plans.
• Account Strategy: Build success and account plans for each customer (stakeholder map, KPIs, adoption milestones, mutual action plan).
• Grow Bottom-Line Revenue: Use customer performance metrics to identify and deliver on upsell opportunities.
• Advocacy and Engagement: Engage users and stakeholders, empowering them to be Rogo advocates within their organizations.
• Feedback Loop: Relay client insights back to product and engineering teams, aiding in the continuous improvement of our product and the customer experience.

What You Will Need:

• 3-5+ years of experience in customer-facing roles, including customer success, account management, or related roles. Must be within high-growth, enterprise financial technology companies that sell to investment banking, private equity, and/or other related high finance customers.
• Proven track record in analyzing customer performance metrics and delivering strategic recommendations to drive business outcomes and improve processes.
• Skilled in owning and managing customer relationships, including upsell and renewal conversations to maximize customer value.
• Confident communicator with strong strategic planning and relationship management skills, adept at engaging with and influencing stakeholders across all levels in real time.
• Outstanding project management skills; extremely organized and detail-oriented.
• Strong presentation and communication skills, whether impromptu on a whiteboard or using prepared presentations and demos.
• Extreme sense of ownership, including the ability to track and follow through on lots of competing work streams that require input from across the organization.

Bonus:

• High-volume client-facing experience within the AI space.
• Early experience at a hyper-growth startup.
• Direct experience in finance, including banking, private equity, or similar roles.

Who You Are:

• You thrive in fast-paced environments. You are high-intensity and care a lot about what you do, and you're ecstatic to work at a startup.
• You are ambitious. You have fun solving problems that others think are impossible.
• You are curious. You find joy in learning about AI, technology, and finance.
• You are an owner. You are autonomous, self-directed, and comfortable working with ambiguity.
• You are collaborative, organized, thoughtful, and kind.