Customer Success Manager

🕒 April 29

🇺🇸 United States – Remote

💵 $65.5k - $88.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Rocket Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1990

🏢 Enterprise

☁️ SaaS

🔐 Security

Enterprise • SaaS • Security

Rocket Software is a company that specializes in IT modernization and hybrid cloud solutions. They provide a variety of products and services aimed at optimizing mainframe and cloud integration, enhancing security and compliance, and improving IT skills and efficiency through automation and innovation. Rocket Software offers solutions for content services, hybrid cloud, IBM i, security, and efficiency, along with modernization of enterprise applications, data, and infrastructure. Their focus is on helping organizations seamlessly bridge critical business applications and data with AI-powered solutions for increased productivity and decision-making, while maintaining robust security and resilience.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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