RollWorks is seeking a Senior Manager, Customer Support & Community to join our Customer Success team.  This role will report to the VP Customer Success and be a member of the Customer Success leadership team.  We are looking for a candidate to tackle the challenge of engaging and educating our customers and community at scale.  

As the head of this function you will be responsible for creating exceptional customer support experiences and interactions that will ultimately drive customer retention.  If you are looking for an opportunity to have a high level of ownership, evolve our initial implementation of our Customer Support and Community experience, and be a leader at this company, this is the right opportunity for you. 

The impact you’ll make:

  • Lead the development of the next-generation Support experiences including the in-app, live chat, email and community channels.
  • Manage our relationship with our Customer Support vendor and provide coaching and guidance and report on their activity, quality and effectiveness.  
  • Evolve our RollWorks’ Community and self service offerings to improve the quality and value of our support experience.
  • Deeply understand the needs of our customers / marketplace to propose additional support offerings for our customers, internal users, and Partners to advance adoption and increase the value of the RollWorks platform.
  • Drive user centric support for our free and contracted customers (both mid-market and SMB) to ensure all elements of the support experience are properly prioritized by segment, product, and life-time value.
  • Work collaboratively with Brand Marketing and Demand Generation teams to create new thought leadership in the areas of our user led growth and adoption for easy self upgrades, feature discovery, and value attainment.
  • Partner internally to identify financial targets, provide ongoing performance forecasting, and to ultimately deliver against our net retention and operating budget targets
  • Drive a feedback loop and insights on prioritization to the Product Management team to represent the voice of the customer and the needs of the customer-facing teams 
  • Serve as a member of the Customer Success leadership team and RollWorks’ Extended Leadership team  

Skills you’ll bring: 

  • Bachelor’s degree required
  • 6+ years experience in SaaS support operations
  • 3+ years of experience in MarTech
  • 2+ years of experience managing direct reports
  • Demonstrated ability to educate business users at scale
  • Demonstrated experience providing support experience in mid-market and SBM install bases
  • Ability to project manage a large initiative and work with multiple stakeholders
  • Experience managing 3rd party outsourcing relationships
  • Enjoys working in a fast-paced startup environment with ambitious goals and limited resources

Ideal Personal Attributes:

  • You are collaborative and decisive
  • You are passionate about the power of Community  
  • You're ambitious and efficient with limited resources
  • You're comfortable plotting a path through ambiguity


  • San Francisco office
  • NYC office
  • Salt Lake City office
  • Some remote US locations

Benefits and Perks: 

  • Competitive salary, equity, and fully covered medical
  • One month of paid time off and work/life balance
  • 3 months of paid pregnancy disability leave
  • 3 months of paid family leave (care for a family member, bond with a new child, etc.)
  • 6 weeks of paid disability leave
  • Join a community of fellow Rollers as a member of one of our Employee Resource Groups 
  • Ample opportunities to volunteer with local organizations with NextRoll Gives Back

 About RollWorks:

RollWorks, a division of NextRoll, offers ambitious B2B companies an account-based platform to align their marketing and sales teams and confidently grow revenue. Powered by proprietary data and machine learning, RollWorks’ solutions address the needs of organizations large and small—from those with best-in-class ABM programs to those just beginning their exploration. By empowering teams to identify their target accounts and key buyers, reach those accounts across multiple channels, and measure program effectiveness in their system-of-record, RollWorks is an indispensable platform for marketers and sellers who believe that an account-based approach is just good business. Take the lead and visit

We are committed to building diverse teams of “Rollers” and are proud to be an equal opportunity employer. All applicants will receive consideration without regard to race, color, ancestry, sex, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, citizenship, genetics, disability, age, veteran status or other characteristics. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please notify us to request accommodation.

Apply for this Job

* Required

U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at NextRoll are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.