Job Details

About ROLLER

ROLLER is not your average software-as-a-service company. With a global presence in over 30 countries, we're here to bring some excitement to the leisure and attractions industry and make a difference! Our mission is to help businesses operate smoothly and create fun and memorable guest experiences by providing seamless ticketing, point-of-sale, self-service kiosks, memberships, and digital waiver processes.

But here's the best part: our team. We're a group of 200+ highly passionate, enthusiastic, and down-to-earth professionals located all around the world who are all working together to build something truly remarkable. We're aiming high and believe that the possibilities are endless. As we continue to grow globally, we're excited to write our success story and have fun along the way.

We genuinely love what we do, and we're looking for like-minded people to join us on this amazing journey. If you're ready to be part of a dynamic team and make a real impact, come aboard and let's create some unforgettable experiences together at ROLLER!
About the Role

As a Senior Customer Program Manager - Strategic Accounts within our onboarding team, you'll ensure executional excellence, value realization, and cross-functional alignment throughout the customer lifecycle-from pilot discovery to scaled deployment. You'll orchestrate strategic pilots and implementations, drive customer accountability, and standardize playbook execution.

Key Responsibilities

• Manage the full lifecycle of strategic pilots and implementations, from pilot or partnership kickoff through post-implementation wrap-up, ensuring timelines, scope, and success criteria are met.
• Act as the central point of coordination between Sales, Business Value Consultants, Implementation, Sales Engineering, and Marketing to deliver cohesive, outcome-driven customer experiences.
• Facilitate regular project updates, steering committee meetings, and escalation calls with both internal teams and customer stakeholders to ensure alignment and accountability.
• Work closely with Business Value Consultants to operationalize ROI frameworks-ensuring teams are delivering toward measurable outcomes that align with the value promised pre-sale.
• Collaborate with Sales and Solution Engineers to define the scope, deliverables, timelines, and resourcing requirements for SOWs. Ensure SOWs are aligned with customer expectations, technical feasibility, and business outcomes.
• Collaborate with technical and implementation teams to ensure data sources, integrations, and reporting structures are in place to accurately track pilot outcomes and success metrics.
• Identify roadblocks and surface them early to the appropriate teams. Own mitigation strategies to keep pilots on track and aligned with strategic goals.
• Develop and continuously improve project templates, governance structures, handoff playbooks, and success frameworks that can scale across verticals and deal sizes.
• Partner with Account Executives to ensure pilots are set up to transition into expansion, renewals, or full rollouts with value stories and performance evidence already in place.
• Participate in executive reviews and support the AE in presenting results, recommendations, and next steps to key customer stakeholders.
• Work with Product Ops, GTM Systems, and other stakeholders to improve visibility, reporting, and automation of project management workflows.

About You

• You have 10+ years of experience managing complex, multi-stakeholder projects from kickoff through delivery, ensuring alignment to business outcomes, not just timelines.
• You excel at working across Sales, Solutions Engineering, Implementation, and Product teams, keeping everyone coordinated and focused on the customer.
• PMP, PgMP, PMI-ACP, PRINCE2, or equivalent certifications are strongly preferred. You demonstrates formal training in project governance, risk mitigation, and stakeholder management.
• You're confident leading external meetings, steering committees, and status updates with senior stakeholders, and can drive accountability without escalating friction.
• You've partnered with Sales and technical teams to draft Statements of Work that are clear, achievable, and aligned to both the customer's goals and internal delivery capabilities.
• You bring strong organizational skills and process orientation, with the ability to manage multiple workstreams and deadlines without losing sight of the details.
• You understand how to tie implementation activities back to measurable business outcomes and are comfortable translating strategy into execution plans.
• You thrive in fast-paced environments where not everything is defined, and you know how to create structure, solve blockers, and move work forward.
• You're experienced with project management platforms (e.g., Asana, Smartsheet, or similar), CRM tools (e.g., Salesforce), and ideally have familiarity with customer data and reporting tools.
• You act like an owner. You don't wait to be told what to do-you anticipate needs, raise flags early, and take initiative to drive outcomes.

Perks!

• You get to work on a category-leading product that customers love in a fun, high-growth industry! Check our Capterra and G2 reviews.
• Engage in our 'Vibe Tribe' - led by our team members; you can contribute to company-wide initiatives directly. Regular events and social activities, fundraising & cause-related campaigns... you name it. We're willing to make it happen!
• Work with a driven, fun, and switched-on team that likes to raise the bar in all we do.

What You Can Expect

1. Initial call with our Talent Acquisition Manager: You'll have an initial call with our Talent Acquisition Manager to chat through some of your experience to date, salary expectations, and you can check off any initial questions you might have.
2. Interview with Hiring Manager - Meet our Director of Customer Onboarding to dive deeper into your background and the role.
3. Loop Interviews: This is where you will get to meet our wider ROLLER team to do a 'vibe check' on us to make sure our culture & vibe meet what you are looking for!
4. Offer: If all lights are green and the fit feels right, we'll conduct reference checks and you'll receive an offer to join!

Successful applicants will be required to complete a background check (including criminal history) prior to commencement of employment.