Customer Success Manager arrow_forward

Rocket Alumni Solutions; Boston (MA); Híbrido; USD 75 000 - 80 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Uncapped commission

Health coverage

Boston office

Professional development

Resumo da oferta

Rocket Alumni Solutions in Boston is seeking a Customer Success Manager to own a portfolio of client organizations, ensuring successful onboarding, usage, and ongoing value of the platform. You will act as a trusted advisor, train clients, and drive engagement while maintaining low churn.

You will manage a high volume of client interactions across chats, calls, and emails, while identifying upsell opportunities and supporting renewals in a fast-paced startup environment.

Qualificações

• Experience in a customer-facing role, ideally in SaaS or tech-driven environments.
• Strong organizational skills with ability to manage multiple projects.
• Self-starter ethos, able to work independently and in startup settings.
• Tech-savvy with ability to guide clients on software usage.

Responsabilidades

• Manage 100–200 client organizations and serve as the primary contact.
• Onboard and train clients on our digital hall of fame platform.
• Monitor client sites to ensure content quality and alignment with standards.
• Provide technical support and troubleshooting as needed.
• Respond to inquiries via live chat with rapid response times.
• Engage proactively to anticipate needs and gather referrals to prevent churn.
• Collaborate on payments, invoicing, and renewals as needed.
• Maintain regular communication to drive product adoption and satisfaction.
• Identify upsell opportunities and support contract renewals.

Conhecimentos

Customer-facing

SaaS experience

Organizational skills

Communication skills

Startup mindset

Descrição da oferta de emprego

Customer Success Manager

Location: Boston

Department: Customer Success

Type: in-person / hybrid

Salary: $80,000

Job Description

Position: Customer Success Manager

Location: Boston, MA (On-site at Boylston Street)

Compensation: $75,000 OTE (Base + Commission from upsells and referrals)

Job Type: Full-time

About Rocket Alumni Solutions: At Rocket Alumni Solutions, we are revolutionizing how schools and organizations honor their history, achievements, and alumni through interactive digital recognition platforms. Our team is passionate about creating innovative products that foster community engagement, and we’re looking for a driven and organized Customer Success Manager to help us grow our customer base and ensure ongoing success for our partners.

Role Overview: As a Customer Success Manager, you will manage your own book of business and work directly with our clients to ensure they are set up for success, fully utilizing our platform, and seeing the value in our products. You will act as a trusted advisor to clients, helping them maximize their use of our software, offering ongoing training and support, and ensuring their sites feature high-quality, up-to-date content. You will also play a crucial role in maintaining zero churn by being proactive, gathering referrals, and driving engagement through strong relationships.

Key Responsibilities:

• Manage 100-200 client organizations, acting as their primary point of contact.
• Ensure clients are fully onboarded and trained on our digital hall of fame and recognition software.
• Regularly monitor client sites to ensure content is updated and aligned with Rocket’s world class quality standards.
• Provide technical support and troubleshooting assistance as needed.
• Provide rapid Live Chat response support with average reply times under 15 seconds.
• Proactively engage clients to anticipate needs, gather referrals, and prevent churn.
• Work with clients to ensure timely payments and manage invoicing.
• Maintain regular communication with customers to drive product adoption and satisfaction.
• Identify upsell opportunities and assist with renewals and contract negotiations.
• Collaborate with the broader team to continuously improve processes and customer experience.

Requirements:

• Proven experience in a customer-facing role, ideally in a SaaS or tech-driven environment.
• Strong organizational skills and ability to manage multiple projects simultaneously.
• Self-starter mindset with the ability to work both independently and as part of a startup team.
• Tech-savvy and comfortable with digital platforms; able to troubleshoot and guide clients on software usage.
• Excellent communication skills (verbal and written), with the ability to engage and build strong relationships.
• Interest in athletics is a plus, as many of our clients are in the sports and education sectors.
• Passionate about customer success and a proactive approach to problem-solving.
• Ability to thrive in a fast-paced, dynamic environment with a strong entrepreneurial spirit.
• Desire to handle hundreds of tasks each day (emails, live chats, phone calls, texts, facetimes, etc).

Benefits:

• Competitive salary with uncapped commission.
• The chance to be part of a growing startup and move upward within the business.
• Office located in the heart of Boston, with opportunities for professional development.
• 100% Healthcare Coverage (Medical, Dental, Vision)
• Various Personal Benefits (Gym, Commuter, Clothing, Learning, etc)

If you are passionate about working in customer success, have a strong interest in technology and athletics, and want to contribute to a fast-growing startup, we’d love to hear from you!