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, ensuring requests are completed accurately and efficiently.

• Collaborate with Sales, Support, Customer Operations, Billing, and Product to resolve challenges and deliver a connected customer experience.

• Advocate for customers internally, sharing feedback and identifying opportunities to improve products, processes, and service.

• Lead communication around business reviews, strategic initiatives, and brand-level escalations.

• Keep internal and external stakeholders aligned on priorities, progress, and next steps.

How You’ll Make an Impact

At Rockbot, success is about more than managing accounts. It’s about building strong partnerships, driving results, and continuously improving how we serve customers.

• Lead with curiosity. Ask thoughtful questions, understand customer challenges, and develop clear, actionable solutions.

• Prioritize strategically. Use customer health, risk indicators, and growth potential to focus on the highest-impact opportunities.

• Own outcomes. Take accountability for results, coordinate the right resources, and follow through on commitments.

• Stay organized. Maintain accurate account plans, health assessments, customer notes, and next steps in Salesforce and Confluence.

• Drive customer growth. Understand customers’ business objectives and identify ways Rockbot can help them achieve more.

• Improve how we work. Contribute ideas to strengthen playbooks, health scoring, dashboards, and scalable Customer Success programs.

• Build trust. Communicate transparently, deliver on commitments, and establish lasting relationships with customers and colleagues.

What You Bring

We’re looking for someone who combines strong relationship-building skills with commercial awareness, organization, and a proactive approach to customer success.

• 2–4 years of experience in Customer Success or Account Management within B2B SaaS, hardware-enabled technology, or multi-location services, ideally managing a high-volume portfolio.

• Proven success driving renewals, retention, and account expansion, including navigating commercial conversations and contract terms.

• Experience leading customer meetings, strategic business reviews, and executive-level discussions.

• Ability to build relationships and influence stakeholders across complex, multi-level organizations.

• Strong prioritization and time-management skills, with the ability to balance a sizable portfolio and competing priorities.

• Excellent customer training, presentation, and facilitation skills.

• Strong organizational and project management abilities, including coordinating cross-functional initiatives.

• Familiarity with Salesforce, Zendesk, and Confluence, or the ability to learn quickly. Experience with Highspot and BI dashboards is a plus.

• Exceptional written and verbal communication skills across executive, operational, and cross-functional audiences.

• A proactive, analytical, and solutions-oriented mindset, with a willingness to roll up your sleeves.

Even Better If You Bring

• Experience supporting franchise organizations and navigating complex franchisee relationships.

• Familiarity with multi-location businesses in restaurants, retail, hospitality, fitness, or related industries.

• Exposure to media, music, digital signage, AV hardware, or related technologies.

• Experience with customer health scoring, NPS programs, and data-driven Customer Success strategies.

A few key improvements:

• Reduced repetition: Consolidated overlapping responsibilities around customer health, stakeholder management, and cross-functional coordination.

• Clarified ownership: Made it easier to distinguish what the CSM owns directly versus what they coordinate with Sales, Support, and other teams.

• Strengthened the commercial focus: Emphasized renewals, retention, expansion, and portfolio growth without making the role sound overly sales-driven.

• Made the qualifications more accessible: Kept the 2–4 years of experience requirement while emphasizing demonstrated capabilities rather than an overly restrictive background.

• Preserved the structure: All original sections and subsections remain intact.

About Rockbot:

Rockbot is an omnichannel media platform committed to elevating customer and employee experiences while fostering stronger connections in real-world spaces. Rockbot addresses the challenges businesses face in media management with integrated solutions spanning music, TV, digital signage, and advertising. Its mission is to enrich on-premise experiences with media technology, where every interaction is elevated and memorable.

From independent local businesses to large national brands - across nearly every industry, including restaurants, bars, retailers, and more, Rockbot provides all the tools and licensed content businesses need. Backed by leading investors including Google and Universal Music Group, Rockbot is the future of out-of-home media. For more information visit www.rockbot.com.

Compensation:

Rockbot takes a market-based approach to pay, and pay may vary depending on your location in the U.S. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

The base compensation range for this role is $ 65,000–75,000 + variable compensation in average markets (for San Francisco / New York City Markets: 75,000–85,000 + variable).

Final compensation will be determined based on a combination of factors, including experience, qualifications, role scope, and geographic market. This role is also eligible for equity and benefits.

Our Values:

• Drive: We pursue our mission with relentless tenacity, passion, and optimism and inspire those around us to do the same. We love the journey and are on offense all the time. Yesterday was good enough for yesterday, but today we have to do even better.

• Accountability: We take ownership of our promises, responsibilities, behaviors, and products, and we expect the same of others. Standing behind our mistakes, communicating honestly, and making things right creates trust and strong relationships.

• Curiosity: We are hungry to learn and continually deepen our knowledge, skills, and understandings. We have a growth mindset and are intellectually curious. We challenge our beliefs and seek feedback and insights from others. The “Why” and “How” always matters.

• Empathy: We embrace that no two people or businesses are the same. We strive to understand others as deeply as possible and feel their pains and passions.

• Ingenuity: We work hard but we think smart. We bring creativity, technology, and practicality together to solve tough challenges.

• Integrity: We say what we mean, and do what we say, simply, clearly, honestly.

Rockbot is an Equal Opportunity Employer, but that’s just the start. We believe different perspectives help us grow and achieve more. That’s why we’re dedicated to hiring and developing the most talented and diverse team – which includes individuals with different backgrounds, abilities, identities and experiences.