Customer Success Manager

Position Overview

• Location Type: Remote
• Employment Type: Full-Time
• Salary: (Salary not provided in the text)

Rogo is building "thought partners" to enhance intelligence and creativity in financial services. The company is rapidly growing and seeking a Founding Customer Success Manager to establish and manage customer success and support functions. This role is crucial in guiding clients through their journey with Rogo and driving customer satisfaction and ROI.

Requirements

• 2-5+ years of experience in customer success within a high-growth, enterprise financial services company.
• 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 interpersonal skills.

Responsibilities

• Success Metrics Management: Establish processes & best practices for tracking, maintaining, and interpreting key KPIs.
• Drive Engagement Initiatives: Utilize adoption rates, usage metrics, and other key indicators to drive client satisfaction and high ROI.
• ROI Measurement: Use metrics and customer insights to enhance Rogo’s understanding and articulation of its value proposition for users in quantitative and qualitative terms.
• Customer Health Monitoring: Use analytics and feedback to maintain customer satisfaction, ensuring readiness for renewal and expansion opportunities.
• Advocacy and Engagement: Engage users and stakeholders, empowering them to be Rogo advocates within their organizations.
• Strategic Implementation and Training: Lead the integration of Rogo into client workflows, ensuring seamless adoption and optimal use throughout customers’ lifecycles.
• Client Relationship Management: Serve as the primary contact for clients with a prescriptive and consultative approach and delivering a superior customer experience.
• Feedback Loop: Relay client insights back to internal teams such as the Financial AI Strategist and Product Teams, aiding in the continuous improvement of our product and the customer experience.

Company Information

• Why Join Rogo?
  • Exceptional traction: Strong PMF with the world's largest investment banks, hedge funds, and private equity firms.
  • World-class team: Takes talent density seriously.
  • Velocity: Works fast, leading to rapid learning and new challenges.
  • Frontier technology: Developing cutting-edge AI systems.
  • Cutting-Edge Product: State-of-the-art platform reinventing knowledge discovery and sharing.