Customer Success Manager

We're building Al thought partners to make people smarter and more creative, accelerating the creation and sharing of knowledge in financial services. We're unabashedly ambitious, and we're dead set on building the biggest Financial AI company in the world. Our team is lean, smart, and enormously ambitious. We're growing fast out of our beautiful office in NYC.

WHY JOIN ROGO?

• Exceptional traction: strong PMF with the world's largest investment banks, hedge funds, and private equity firms.
• World-class team: we take talent density seriously. We like working with incredibly smart, driven people.
• Velocity: we work fast, which means you learn a lot and constantly take on new challenges.
• Frontier technology: we're developing cutting-edge AI systems, pushing the boundaries of published research, redefining what's possible, and inventing the future.
• Cutting Edge Product: Our platform is state-of-the-art and crazily powerful. We're creating tools that make people smarter, reinventing how you discover, create, and share knowledge.
  
  

Role

As a Customer Success Manager, you'll guide our customers through their entire experience with Rogo, from onboarding & training to renewal, and help them establish their AI strategy.

You’ll be leading our efforts around how our partners can not only adopt but also derive maximum value from Rogo, helping users integrate our platform into their workflows. This individual will also be trusted to design and deploy scalable solutions that will impact how we build and maintain relationships with our customer base in a highly efficient manner.

Your job involves:

• Leading Strategic Onboarding: Guide new customers through the initial implementation of Rogo, ensuring smooth adoption and thorough understanding of Rogo’s use cases.
• Ensuring Optimal Adoption: Analyze partner firms' needs and workflows to provide tailored training on how to best leverage the power of Rogo and embed Rogo into users’ day-to-day processes.
• Owning Customer Relationships: Serve as the primary contact for customers and build long-term relationships with stakeholders by delivering personalized support, communicating regular updates, and providing consultation on AI strategy objectives.
• Establishing Champions at Partner Firms: Work closely with stakeholders and other users to develop internal excitement for Rogo and convert them into champions within their organizations.
• Focusing on Data-Driven Monitoring: Regularly track customer usage & satisfaction metrics to identify areas for strategic focus and improvement.
• Implementing Engagement Playbooks: Build scalable strategies to increase engagement and satisfaction with the platform, including developing documentation, playbooks, onboarding materials, email cadences, and automations.
• Connecting Customers and Product: Serve as the primary liaison between customers and our product development team, relaying feedback, suggesting product improvements, and ensuring that customer needs are addressed.
• Positioning Accounts for Success: Proactively tracking and managing customers’ satisfaction on Rogo to promote future renewal and expansion opportunities.
  
  

Impact

• Help steer Generative AI strategy for the world’s biggest financial services firms.
• Ensure amazing user experiences by working hands-on with users.
• Directly change the nature of work in a $1T+ industry.
  
  

Qualifications

• 3+ years experience in finance, consulting, customer success, product management, and/or business development
• Executive engagement skills and presence, with an ability to establish strong relationships with key decision-makers and build credibility at all levels
• Experience building scalable, structured processes and strategies from scratch; entrepreneurial mindset
• Outstanding project management and communication skills; extremely organized, detail-oriented
• An action-oriented mindset that balances creative problem-solving with the scrappiness to ultimately deliver results
  
  

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 start-up
• 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, and thoughtful.