The Role
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
Enterprise Client Relationship Management: Serve as the primary contact for enterprise 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 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
2+ years of front-office experience at a top-tier investment bank, private equity firm, or hedge fund preferred.
Alternatively, 3+ years of experience in customer-facing roles, including customer success, account management, or related roles. Ideally 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.
