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Customer Success Engineer

2 weeks ago

Melbourne, Australia ROLLER Full time $90,000 - $120,000 per year
About ROLLER

ROLLER is a global software-as-a-service company designed to help businesses in the leisure and attractions industry operate more efficiently and deliver great guest experiences. ROLLER helps its customers through a full suite of venue management features, including ticketing, point-of-sale, CRM, self-serve kiosks, memberships, digital waivers, and more. We are a fast-growing global company with customers in over 30 countries and a diverse range of industries, including theme parks, museums, zoos, trampoline parks, water parks, aquariums, and wake parks - to name a few.

At the heart of ROLLER is our team, which comprises over 200 highly energetic, driven, intelligent, and humble professionals all contributing to help build a great and enduring business. We truly believe that the sky's the limit for us, and we are well on our way toward becoming a global success story. Above all, we love what we do, and we are looking for like-minded people to join us on this amazing journey 

 
About the Role

The Solution Engineering function is a critical pillar at ROLLER, central to how we win new business, onboard and expand existing customers, and how we bridge real‑world insights back into Product to drive innovation.

As a Customer Success Engineer, you'll be a trusted technical advisor post‑sale. You'll work closely with Customer Success, Training and Implementation, Support, and Product to ensure customers achieve their business objectives, extract maximum value from ROLLER, and remain confident in our platform as they grow.

You'll lead requirements gathering, solution design, and implementation planning for customers, manage beta projects in partnership with Product, and provide deep technical expertise through onboarding, adoption, and ongoing support.

Solution Engineers are deep subject matter experts. They understand our customers' businesses and ROLLER technology deeply. They manage the wide demands placed on an all‑in‑one solution by knowing what is truly business‑critical versus what's a "nice to have", where a workaround suffices. They are pragmatic, balanced, and trusted experts.

What You'll Do

Enable & Support Customers

  • Act as the technical go‑to for customers post‑sale, supporting onboarding, implementation, and ongoing usage.

  • Help customers meet their business objectives by configuring solutions, advising on best practices, and solving technical challenges.

  • Partner closely with the Training and Implementation team to ensure seamless onboarding experiences, aligning technical solutions with training content and implementation plans.

  • Participate in pilot rollouts or phased expansions, ensuring a smooth handover from pre‑sales and a clear path to value.

  • Troubleshoot and resolve issues in collaboration with Support and Engineering, prioritizing what matters most to customer success.

  • Actively contribute to improving NRR (Net Revenue Retention) by identifying expansion opportunities and ensuring technical barriers to adoption are removed.

  • Track and influence product satisfaction metrics through proactive engagement, deep technical support, and ensuring customers see ongoing value in ROLLER.

Collaborate Cross‑Functionally

  • Work closely with Customer Success Managers and the Training and Implementation team to drive adoption and retention plans.

  • Partner with Product by providing structured input into roadmap strategies, sharing trends and feedback from the field that directly shape product direction.

  • Support our Voice of Customer (VoC) efforts by capturing, organizing, and communicating customer insights that help ROLLER anticipate needs and raise the bar for customer experience.

  • Liaise with Education (LX) to create or refine resources and guides that help customers and internal teams succeed.

  • Coordinate with the Partnerships SE team when integrations or joint solutions impact customer outcomes.

  • Participate in and manage beta projects with Product, validating new features, sharing real‑world usage data, and ensuring successful rollouts.

Advocate for Customers

  • Be pragmatic and honest about what ROLLER can and can't do, setting clear expectations while offering creative workarounds where needed.

  • Share learnings from support tickets, beta projects, and live engagements to improve internal processes, knowledge, and product direction.

About You
Required
  • Proven experience in a customer‑facing technical role (e.g., Customer Success Engineer, Implementation Engineer, or Technical Account Manager) within a SaaS environment.

  • Experience leading requirements gathering sessions and designing solutions that balance customer needs with platform best practices.

  • A focus on outcomes - you obsess over customer success and work relentlessly to help them achieve it.

  • Strong troubleshooting skills with configuration‑heavy or integration‑driven products.

  • Excellent communication skills - able to keep it real with customers, set expectations, and build trust.

  • Collaborative mindset - you go together with Sales, Training and Implementation, Support, Product, and Education teams to get results.

  • Energetic, proactive, and driven to make it happen, balancing multiple priorities in a fast‑moving environment.

Preferred
  • Experience with APIs, integrations, or platform‑level configuration.

  • Familiarity with vertical SaaS or similar operationally complex industries.

  • Exposure to scaled onboarding programs, beta management, or enterprise customer environments.

  • Track record of creating or contributing to internal playbooks, knowledge bases, or training resources - showing your drive to raise the bar and help others succeed

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.
  • 4 Weeks of Annual Leave and 4 ROLLER Recharge days per year (that is 4 additional days of leave that we all take off together as a team to rest and recuperate) 
  • 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
  • Team member Assistance Program to proactively support our team's health and wellbeing - access to coaching, education modules, weekly webinars, and more.
  • 16 weeks paid Parental Leave for primary carers and 4 weeks paid Parental Leave for secondary carers
  • Highly flexible work environment with an All Access pass to WeWork depending on your location
  • Work with a driven, fun, and switched-on team that likes to raise the bar in all we do.
  • Individual learning & development budget plus genuine career growth opportunities as we continue to expand
What You Can Expect
  1. Initial Call – Talent Acquisition
    A brief conversation to learn about your experience, motivations, and salary expectations, and to answer any initial questions you may have.
  2. Intro Call – Hiring Manager
    An informal call with the hiring manager to connect early, share more about the vision for the Customer Success Engineer role, and answer high‑level questions.
  3. Hiring Manager Interview
    A deeper dive into your background, technical capabilities, and approach to helping customers succeed with ROLLER.
  4. Panel Interviews
    Meet with Customer Success, Training and Implementation, and Support leaders to discuss culture and values alignment and explore how cross-functional collaboration works here.
  5. Case Study and Presentation
    You'll prepare a short case study on how you would approach a complex onboarding challenge, gather requirements, design a solution, or manage a beta feature rollout. Expect 20–30 minutes for the presentation and 15–20 minutes for discussion and Q&A.
  6. Offer
    If everything aligns, we'll conduct reference checks and extend an offer to join ROLLER as a Customer Success Engineer

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