Customer Success Manager

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

Job Description Summary:

Essential Duties and Responsibilities:

· Work closely with your account team on your assigned accounts

· Get to know your customers. This includes but is not limited to the following:

• Understand your customer’s business environment and objectives
• Document how they use their Rocket products
• Understand what success means to your customers
• Build strong relationship within your customer accounts

· Work hand in hand with your Account Executive to hold business reviews with your accounts

· Work closely with Renewals on risk mitigation and process improvements

· Partner with Retention Marketing on campaigns and events to drive engagement with your accounts

· Work closely with Retention Marketing to identify successful customers and turn them into advocates and case studies

· Manage the customer lifecycle journey points, including customer onboarding, feedback loops, advocacy, risk management and value campaigns

· Use Gainsight and AI options to track engagement, opportunities and derive insights

Qualifications:

• 5+ years in Customer Success Management with demonstrated success in developing strategic customer relationships and working with Fortune 500 accounts

• Strong empathy for customers and a genuine belief that their success translates into Rocket’s success

• Deep understanding of value drivers in recurring revenue business models

• Creative, resourceful, detail-oriented, and highly organized

• An analytical and metrics-driven work style

• Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment

• Highly collaborative team player with the ability to build successful relationships with various stakeholders

• Ability to manage challenging conversations internally and externally

• Absolute and complete alignment with and consistent practice of our core values of Empathy, Humanity, Trust and Love to both our customers and other Rocketeers

• Experience with Gainsight and Salesforce preferred

Preferred Qualifications:

• Gainsight Experience

• Relational database and analytics experience

Education:

• Bachelor’s Degree

Travel Requirements: N/A

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.

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 people@rocketsoftware.com. 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!