Manager, Customer Success Management

Lensa; Lansing (MI); On-site; USD 95,000 - 119,000; Full time

Job summary

A leading company seeks an innovative Customer Success Manager to lead a team of Senior Customer Success Managers. This role emphasizes driving customer satisfaction, managing engagement, and tracking metrics to ensure successful outcomes. Ideal candidates will have 5-7+ years in customer success leadership and possess strong analytical skills.

Benefits

Unlimited Vacation Time

Health and Wellness coverage

401(k) with matching contributions

Tuition Reimbursement

Leadership training opportunities

Qualifications

• 5-7+ years of Customer Success Management/Leadership experience.
• Direct people management experience required.
• Experience managing Enterprise customers.

Responsibilities

• Lead and inspire a team of Customer Success Managers.
• Drive engagement to maximize customer value from investments.
• Collaborate with Marketing for customer advocacy and retention strategies.

Skills

Leadership

Customer Success Management

Cross-functional Collaboration

Analytical Skills

Education

Bachelor's degree

Tools

Gainsight

Job description

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

Job Description Summary:

We are looking for an innovative, driven, and inspiring Customer Success leader that can help build out and lead our Sr. CSM group. As the Manager, Customer Success Management, you will lead a team of our Senior Customer Success Managers (CSMs) and will work cross-functionally with multiple internal teams to ensure alignment with customer goals and objectives. Your team will play a crucial role in engaging with customers to ensure they are getting the maximum value from their Rocket investments, tracking successes, and regularly reviewing their business needs. This is a tremendous opportunity to impact our CS organization as we strive to create positive customer outcomes and experience. It also provides a unique opportunity to build and shape the organization as you see fit and to leverage the combination of your experience and our core values to create a world class Customer Success team.

Every company says they care about their customers, but at Rocket Software we really, really mean it. The customer is at the heart of literally everything we do, and we wake up every day aspiring to deliver a differentiated customer experience unmatched by anyone in the software business and driven by our four core values -- Empathy, Humanity, Trust and Love.

We are looking for an innovative, driven, and inspiring Customer Success leader that can help build out and lead our Sr. CSM group. As the Manager, Customer Success Management, you will lead a team of our Senior Customer Success Managers (CSMs) and will work cross-functionally with multiple internal teams to ensure alignment with customer goals and objectives. Your team will play a crucial role in engaging with customers to ensure they are getting the maximum value from their Rocket investments, tracking successes, and regularly reviewing their business needs. This is a tremendous opportunity to impact our CS organization as we strive to create positive customer outcomes and experience. It also provides a unique opportunity to build and shape the organization as you see fit and to leverage the combination of your experience and our core values to create a world class Customer Success team.

Essential Duties and Responsibilities :

Lead a high performing team: Ability to recruit, coach and inspire CSMs focused on specific product brands to bring value realization to our customers

Develop a team of CSMs who drive business value and help keep the team educated on product updates and trends

Ensure swift and satisfying resolution of account issues by leveraging resources from cross-functional teams as needed

Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

Optimize Retention and Expansion: Track the metrics of specific brands for CSM impact to retention and growth

Work closely with Renewals on risk mitigation and process improvements

Work closely with Marketing to identify successful customers and turn them into advocates as well as partnership on marketing campaigns and messaging

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

Use Gainsight insights to scale the team and customer touchpoints

Qualifications:

5-7+ years of Customer Success Management/Leadership with demonstrated success developing and implementing successful customer success and cross-functional processes.

Direct people management experience required, remote team management highly preferred

Experience leading teams that manage Enterprise customers

Experience with Gainsight and building processes like QBRs and EBRs

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

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

Information Security:

Information security is everyone’s responsibility. A fundamental principle of information security at Rocket Software is that all individuals in the organization 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.

#LI-SD1

The base salary range for this role is $95,172.00 - $118,965.00 /year. Exact compensation may vary based on skills, experience, and location.

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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

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 [e-mail]. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

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!

Companies around the world trust Rocket to solve their most complex business challenges by powering their critical infrastructure, business processes, and data. We help extend the value of these assets, enabling our customers to embrace the potential of cloud and mobile computing, advanced analytics, and the innovations of tomorrow. From the clothes we wear to the cars we drive, Rocket solutions power the back-end systems that thousands of brands rely on every day.

At Rocket, software is about more than just code—it’s about people. We are passionate problem-solvers, working to make a difference for others. Our foundation is built on empathy, humanity, trust, and love, and we strive to embody these core values in everything we do. Whether we’re serving our customers, partners, or fellow Rocketeers, we are committed to treating everyone with the respect and care they deserve.

Founded in 1990, Rocket Software is headquartered in Waltham, Massachusetts, and has 20 offices worldwide, bringing people and technology together to build a better future.

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