Customer Success Manager (Scaled Accounts)

A bit of background on Rotageek

Rotageek helps businesses optimise staff scheduling through data-driven technology. By leveraging machine learning and advanced algorithms, we enable companies to forecast demand, improve workforce management, and empower employees with greater control over their schedules.

Our solutions drive operational efficiency, enhance customer experiences, and reduce staff turnover across the retail and healthcare sectors. Rotageek is now part of the ELMO Software group, strengthening our ability to deliver industry-leading workforce management solutions as part of a broader HR technology ecosystem.

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Rotageek is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.

Our Values: What We Live By

• Start With People: We remember our work affects real people, so we take the time to listen, understand and act with care.
• Own It, Together: We take responsibility for our part, support each other through the messy bits, and focus on fixing things rather than finding blame.
• Clear Is Kind: We speak honestly and with care. We don’t avoid difficult conversations, and we make sure people have the clarity they need to move forward.

Why This Role Is SO Important

We’re looking for a Customer Success Manager (Scaled Accounts) to help a large portfolio of customers get more value from Rotageek through scalable, data-driven engagement.

This is not a traditional high-touch Customer Success role. You’ll design and deliver digital-first programmes that help customers adopt more of Rotageek, improve usage, realise measurable ROI and stay engaged throughout their lifecycle. Using customer success platforms such as Planhat, Gainsight, ChurnZero or similar, you’ll create playbooks, campaigns and segmentation strategies that deliver the right engagement at the right time.

You’ll work closely with Customer Success, Account Management, Implementation, Marketing, Product and Support to improve customer outcomes at scale, identify expansion opportunities and build long-term loyalty across a broad customer base.

Key Duties & Responsibilities

Let’s be clear from the start: this isn’t a role where success comes from managing every customer through individual meetings. You’ll build the programmes, playbooks and digital experiences that help many customers succeed at once. You are the architect of scalable engagement, the interpreter of customer data and the driver of lifecycle value.

• Designing Scalable Customer Success: Creating and executing digital-first customer success programmes that engage a large customer base efficiently and effectively.
• Building Lifecycle Playbooks: Creating and managing playbooks across onboarding, adoption, feature uptake, renewal readiness and other key customer moments.
• Segmenting Customer Engagement: Using product usage data, health scores and lifecycle stages to deliver relevant guidance, resources and communications.
• Delivering One-to-Many Engagement: Running webinars, digital training, campaigns, newsletters and in-product messaging that help customers continuously improve their use of Rotageek and ELMO.
• Automating Proactive Guidance: Using automation and playbooks to support customers through onboarding completion, adoption challenges, feature releases and other important milestones.
• Monitoring Customer Health: Analysing customer health, usage patterns and engagement data to identify trends, opportunities and potential risks across your portfolio.
• Turning Insight into Action: Using customer success platforms, NPS feedback, product analytics and support insight to prioritise engagement and design targeted interventions.
• Driving Adoption and Value: Developing scalable strategies that help customers overcome common adoption challenges and achieve their operational goals with Rotageek.
• Identifying Expansion Opportunities: Spotting opportunities through increased product usage, feature adoption and evolving customer needs, then collaborating with Account Management to support growth.
• Creating Enablement Resources: Developing digital training materials, self-service resources and best-practice guides in partnership with Customer Support and Product.
• Promoting Product Value: Sharing new features, best practices and industry insights through targeted digital campaigns that keep customers informed and engaged.
• Celebrating Power Users: Identifying and elevating power users within the customer community, and sharing their success stories to inspire broader adoption.
• Supporting Customer Transitions: Partnering with Implementation teams to help customers move smoothly from onboarding into long-term adoption and value realisation.
• Working Cross-Functionally: Collaborating with Account Management, Marketing, Product, Support, Implementation and Customer Success to improve the overall customer experience.
• Managing Customer Risk: Using automated alerts, health scores and engagement signals to identify potential churn risks and trigger early intervention.
• Improving Support Alignment: Partnering with Customer Support to create efficient escalation paths and scalable processes that help customers resolve issues quickly.
• Continuously Improving the Model: Optimising digital engagement strategies to reduce support burden while improving customer satisfaction and outcomes.