Senior Customer Success Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description Summary:

The Senior Customer Success Manager is an experienced team member within Customer Success and exhibits the core Rocket values in their everyday work. The Senior CSM will take ownership of their customer interactions and go above and beyond to ensure resolution and long-term success for their customers. The Senior CSM will foster internal cross-functional relationships in support of our customer’s needs. They will be a bridge between our customer and internal teams in order to provide transparency and continual improvement for our customers. They will be a mentor and help the team as needed with Rocket processes and general questions.

Essential Duties & Responsibilities

•  Takes ownership of “Close the Loop” processes and customer needs

•  Strong understanding of Rocket’s products, customer base and processes

•  Work within the Gainsight platform to ensure all customer inputs are addressed

•  Coordinate with cross functional teams within Rocket to provide for our customer’s needs and foster positive experiences

•  Acts as a mentor for junior level representatives

•  May recommend customer engagement business process improvements

Experience & Qualifications

•  6 years of related customer support or customer engagement experience

•  Bachelor’s degree preferred

•  Have advanced knowledge of Rocket’s products and services

•  Experience working with cross-functional teams (Sales, Marketing, Support)

Preferred Qualifications:

•  Additional language support

•   Gainsight Experience

Information Security:

Information security is everyone’s responsibility.  A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.

Diversity, Inclusion & Equity:

At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce.

#LI-DNI

#LI-Remote

Annual salary range for this position is between $83,000.00 - $112,050.00 gross before taxes.

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What Rocket Software can offer you in USA:

• Unlimited Vacation Time as well as paid holidays and sick time
• Health and Wellness coverage options for Rocketeers and dependents
• Life and disability coverage
• Fidelity 401(k) and Roth Retirement Savings with matching contributions
• Monthly student debt benefit program
• Tuition Reimbursement and Certificate Reimbursement Program opportunities
• Leadership and skills training opportunities

EOE M/F/Vet/Disability.  Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

At Rocket Software, we believe AI is a critical enabler of innovation and productivity. All Rocketeers are expected to actively leverage AI-powered tools and technologies, where appropriate, to enhance efficiency, improve decision-making, and deliver greater impact in their roles. Embracing continuous learning and the responsible use of AI is an essential part of how we work.

Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities.  If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to [email protected].  We will make a determination on your request for reasonable accommodation on a case-by-case basis.

As part of our commitment to a safe and trustworthy workplace, we include background and reference checks in our hiring process.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!