Experienced Senior Customer Success Manager – Web & Cloud Application Development

About Us

Rocket Software is a company that truly believes in the power of customer success. We're not just a software company; we're a community of innovators, thinkers, and doers who are passionate about delivering a differentiated customer experience that sets us apart from the rest. Our four core values – Empathy, Humanity, Trust, and Love – guide everything we do, from the way we interact with our customers to the way we work together as a team.

Job Overview

We're on a mission to create a Category of One CSM offering for our customers, and we need an innovative, driven, and inspiring Customer Success leader to help us achieve this goal. As a Senior Customer Success Manager, you'll work closely with our Mobius customers to ensure they're getting the maximum value from their Rocket investments. You'll be responsible for building strong relationships, tracking successes, and regularly reviewing business needs to drive customer satisfaction and loyalty.

Essential Duties and Responsibilities

• Work closely with your account team on your assigned accounts to ensure seamless communication and alignment.
• Get to know your customers by understanding their business environment, objectives, and how they use the Mobius product.
• Document customer success stories and identify opportunities for growth and expansion.
• Build strong relationships within your customer accounts by providing exceptional customer service and support.
• Work hand-in-hand with your Account Executive to hold business reviews with your accounts and identify opportunities for upselling and cross-selling.
• Partner with our Product Specialist team to host user trainings as needed and ensure customers are getting the most out of our products.
• Work closely with Renewals on risk mitigation and process improvements to ensure customer satisfaction and loyalty.
• Partner with Retention Marketing on campaigns and events to drive engagement with your accounts and identify successful customers who can become advocates and case studies.
• Manage the customer lifecycle journey points, including customer onboarding, feedback loops, advocacy, risk management, and value campaigns.
• Use Gainsight to track engagement, opportunities, and derive insights to inform customer success strategies.

Qualifications

We're looking for a seasoned Customer Success professional with a proven track record of developing strategic customer relationships and working with Fortune 500 accounts. If you have:

• 5+ years of experience in Customer Success Management, with a deep understanding of value drivers in recurring revenue business models.
• Strong empathy for customers and a genuine belief that their success translates into Rocket's success.
• Creative, resourceful, detail-oriented, and highly organized, with an analytical and metrics-driven work style.
• The ability to manage challenging conversations internally and externally, with a strong focus on building successful relationships with various stakeholders.
• Experience with Gainsight and Salesforce, preferably with experience working with Mobius.
• A deep understanding of our core values – Empathy, Humanity, Trust, and Love – and a commitment to living them in everything you do.

Information Security

At Rocket Software, information security is everyone's responsibility. We're committed to protecting company information and IT resources, and we expect all employees to take an active role in maintaining the security and integrity of our systems and data.

Diversity, Inclusion & Equity

We're committed to creating a diverse and inclusive workplace environment where every Rocketeer can thrive. We believe that diversity, equity, and inclusion are essential to our success, and we're dedicated to driving inclusivity and equity in our workforce.

What We Offer

We're proud to offer a comprehensive benefits package that includes:

• Extensive paid time off programs, including paid holidays, sick leave, and unlimited vacation time.
• Healthcare coverage options to fit your needs and those of your family.
• Retirement savings, with matching contributions by Rocket Software.
• Life and disability coverage.
• Leadership and skills training opportunities.
• Two paid work days for off-site training.

Equal Opportunity Employer

Rocket Software is an equal opportunity employer, committed to creating a diverse and inclusive workplace environment. We welcome applications from qualified candidates of all backgrounds and perspectives.

How to Apply

If you're passionate about customer success and want to join a community of innovators, thinkers, and doers who are changing the software industry, we want to hear from you! Apply now to become a part of our team and help us create a Category of One CSM offering for our customers.