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 a seasoned team member within Customer Success and embodies Rocket’s core values in everyday work. The Senior CSM takes ownership of customer interactions and goes above and beyond to ensure resolution and long‑term success for clients. They foster internal cross‑functional relationships to support customer needs, bridge gaps between customers and internal teams, provide transparency and continuous improvement, and mentor the team on Rocket processes and general questions.
Essential Duties & Responsibilities
* Takes ownership of managing their book of business 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 customer’s needs and foster positive experiences
* Acts as a mentor for junior level representatives
* Strong executive presence and desire to build partnerships with customers
May recommend customer engagement business process improvements.
Experience & Qualifications
* 6 years of related customer support or customer engagement experience
* Bachelor’s degree preferred
* Advanced knowledge of Rocket’s products and services
* Experience leading initiatives with cross‑functional teams (Sales, Marketing, Support)
Preferred Qualifications
* Database and analytics experience
* Gainsight experience
Information Security
Information security is everyone’s responsibility. A fundamental principle at Rocket Software is that all individuals 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.
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.
As part of our commitment to a safe and trustworthy workplace, we include background and reference checks in our hiring process.
Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If a special assistance or accommodation is needed while seeking employment, please call 781‑577‑4321 or email people@rocketsoftware.com. We will make a determination on your request for reasonable accommodation on a case‑by‑case basis.
If you like wild growth and working with happy, enthusiastic over‑achievers, you’ll enjoy your career with us!
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