Job Description

Job Description

Job Description

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 wide array of industries like theme parks, museums, zoos, trampoline parks, water parks, aquariums, and wake parks — just to name a few!

At the heart of ROLLER is our team — which consists of 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. But most of all, we love what we do, and we are looking for like-minded people to join us on this amazing journey!

We are seeking a highly capable Post-Sales Technical Systems leader to lead the strategy, implementation, and optimization of systems that power our Customer Success, Support, and Implementation (TNI) functions. Sitting within the Business Technology team , this role combines hands-on systems expertise with cross-functional leadership to deliver scalable, tech-enabled post-sales experiences.

You will be responsible for the end-to-end architecture and administration of Salesforce , Gainsight , and our customer-facing portal , as well as driving AI-powered automation and insight capabilities. This is a strategic, technical leadership position that blends systems thinking with operational impact across the entire post-sales lifecycle.

• Own the technical roadmap, design, and delivery of post-sales platforms including Salesforce , Gainsight , and customer portal infrastructure.

• Lead the configuration, administration, and integration of post-sales systems — ensuring data integrity, scalability, and automation.

• Serve as the technical owner of the customer portal , delivering a secure, intuitive, and integrated experience for onboarding, support, and success tracking.

• Collaborate with Customer Success, Support, and Product teams to define and implement system requirements that improve team efficiency and customer experience.

• Work closely with the TNI (Training and Implementation) team to improve onboarding workflows and tools across Enterprise and SMB customer segments.

• Design and support AI-driven capabilities , such as predictive health scoring, churn forecasting, smart workflows, and conversational support integrations.

• Build and manage system integrations between Salesforce, Gainsight, support tools, and analytics platforms via APIs and middleware (e.g., Workato, Mulesoft).

• Establish and enforce data governance , user access control, and system monitoring policies.

• Lead cross-functional technical projects, from scoping to rollout, including stakeholder communication, testing, and training.

• Develop and maintain documentation, user guides, and support processes for the post-sales tech stack.

• Act as a trusted technical advisor to post-sales and GTM leadership.

You're a strategic systems leader who thrives at the intersection of technology and customer success. You bring deep expertise in Salesforce, Gainsight, and customer-facing portals, with a proven ability to design, implement, and scale post-sales systems that drive efficiency and elevate customer experiences.

You think beyond maintenance — leveraging AI, automation, and integrations to innovate. You collaborate seamlessly with CS, Support, Product, and IT, translating business needs into scalable, secure, and intuitive solutions. You're proactive, outcomes-driven, and ready to lead in a fast-paced SaaS environment.

• 10+ years in IT, Business Technology, or Enterprise Systems roles, with at least 6 years in a management role .

• Deep expertise in Salesforce (Service/Experience Cloud) , including automation, object modeling, and reporting.

• Hands-on experience with Gainsight administration , including customer journeys, health scores, playbooks, and rules engine.

• Proven experience managing or implementing a customer portal (Salesforce Experience Cloud, Zendesk Guide, or custom frontend) integrated with post-sales systems.

• Strong understanding of SSO, access provisioning , and secure customer-facing experiences.

• Experience delivering AI-based solutions for post-sales use cases (predictive analytics, smart routing, chatbots, etc.).

• Proficiency in system integration and API orchestration using middleware like Workato, Zapier, or Mulesoft.

• Familiarity with post-sales KPIs , customer lifecycle data, and success/support workflows.

• Demonstrated ability to work with TNI teams and improve customer onboarding journeys through system innovation.

• Excellent communication, collaboration, and stakeholder management skills across technical and business teams.

• Salesforce Admin or Platform App Builder Certification.

• Gainsight Admin certification or demonstrable expert-level experience.

• Experience with GTM tools such as Zendesk, JIRA, Looker, Snowflake, HubSpot.

• Background in RevOps or CSOps data design and lifecycle mapping.

• Experience managing vendors, consultants, or technical project teams.

• You'll get to work on a category-leading product that customers love in a fun, high-growth industry! Check our Capterra and G2 reviews.
• Paid leave for vacation, illness, and observed holidays.
• 4 ROLLER Recharge days per year (When we hit our goals each quarter, we take a well-earned day off together to relax, recharge, and celebrate our wins).
• 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.
• 401(k) plan with up to a 5% match.
• Fully paid medical insurance.
• 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!

For candidates based in California , the expected salary range for this role is $260,000 – $290,000 per year , depending on experience and qualifications.

1. Initial Call – Talent Acquisition A brief conversation to discuss your experience and salary expectations.
2. Hiring Manager Interview Dive deeper into your background and learn more about the role and ROLLER.
3. Loop Interviews You'll meet other ROLLER team members to ensure mutual alignment and culture fit.
4. Offer If everything aligns, we'll conduct reference checks and extend an offer to join ROLLER!

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

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