Customer Success Manager

Are you passionate about helping ensure customers succeed and making their experience seamless? Do you enjoy building relationships, solving problems, and guiding customers to get the most out of a platform? Rockbot is looking for a Customer Success Manager (CSM) to support our key customer accounts and help them grow on the platform.

In this role, you will manage day-to-day relationships with franchisee locations of one of our largest customers, while also supporting the Strategic CSM in driving success at the corporate and key franchisee level. You will serve as the primary point of contact for your assigned franchisees, helping them adopt the platform, providing training, leading regular touchpoints, and ensuring smooth coordination across internal teams. In addition, you’ll collaborate closely with the Strategic CSM to strengthen executive and corporate relationships, ensuring alignment across all levels of the customer organization. This role is focused on keeping franchisee customers happy, engaged, and empowered to succeed, while amplifying impact at the strategic corporate level. You will be a key factor in providing delight and excitement when this customer thinks about Rockbot.  

The Rockbot team helps businesses, brands, and places succeed by enabling them to deliver better customer experiences and build stronger connections through media in real-world spaces. We are technologists, music lovers, and content creators all focused on producing the most amazing customer experience possible—and we’re having a great time doing it!

You will: 

• Manage a portfolio of franchisee relationships of one of Rockbots strategic customers, serving under the Strategic CSM as the franchisee's primary point of contact and ensuring they achieve success on the platform through strong engagement and ongoing guidance.
• Drive adoption and platform usage across franchisees by delivering training sessions, facilitating product dashboard education, and supporting group learning opportunities such as webinars.
• Lead regular cadence calls with customers to align on usage, answer questions, share updates, and provide best practices to support growth.
• Act as the first line of escalation for franchisee communications, managing tickets and collaborating with internal teams to ensure timely and effective resolutions to any ongoing project or franchisee escalations.
• Support ongoing operational and administrative needs, including creating order forms, tracking opportunities, and managing cross-organizational projects. 
• Collaborate closely with internal teams (Sales, Product, Support) to communicate franchisee feedback, align on customer needs, and drive initiatives forward.
• Monitor franchisee account activity and engagement data to proactively identify where additional training, resources, or support is needed, and guide them toward optimal outcomes.
• Partner with the Strategic CSM by providing operational support and insights that strengthen ongoing corporate and executive relationships, ensuring alignment from franchisee to headquarters.
• Work directly with the Strategic CSM for customer Business Reviews (EBR / QBR), brand escalation calls, cross-functional projects, and external brand-level projects. 

You have:

• Experience managing multi-location or franchisee accounts for large brands.
• Strong organizational and proven project management skills.
• Excellent communication skills, able to interact with executives, operators, and internal teams.
• Ability to conduct training sessions and educate clients on software solutions.
• Comfortable with managing support tickets alongside tech support teams, ensuring resolution of operational escalations.
• Ability to coordinate cross-functionally to ensure customer needs are met.
• Detail-oriented, proactive, and able to balance multiple tasks and accounts effectively.

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: