Remote Senior CSM - Enterprise Growth

Rocket Software; Lansing (MI); Remote; USD 83,000 - 112,000; Full time

Benefits offered by this job

Unlimited vacation time

Health and wellness coverage

Life and disability coverage

401(k) and Roth Matching

Tuition reimbursement and certificate"

Leadership and skills training

Job summary

Rocket Software is seeking a Senior Customer Success Manager, Enterprise Growth, to lead strategic enterprise accounts in the United States. You will drive adoption, retention and expansion by building executive relationships and partnering with Sales, Services, Support, Product Management, Engineering, and Marketing.

You will mentor colleagues, manage health metrics in Gainsight, and lead value realization initiatives to maximize customer outcomes across a portfolio of strategic customers.

Qualifications

• 6+ years of experience in Customer Success, Account Management, Customer Experience, Professional Services, Technical Account Management, or a related customer-facing role.
• Proven ability to manage complex customer relationships and strategic enterprise accounts.
• Experience leading executive-level business discussions and customer engagements.
• Demonstrated success in driving customer adoption, retention, expansion, and measurable business outcomes.
• Strong communication, presentation, relationship-building, and problem-solving skills.
• Experience working across Sales, Marketing, Support, Product Management, Engineering, and Services.
• Ability to manage competing priorities and respond effectively to customer needs.
• Strong analytical skills, with the ability to interpret customer data and develop actionable recommendations.
• Experience using customer success platforms such as Gainsight or similar tools.

Responsibilities

• Manage a portfolio of strategic enterprise customers, serving as their primary advocate and trusted advisor throughout the customer lifecycle.
• Develop and execute customer success plans focused on adoption, value realization, retention, and growth.
• Build and maintain strong relationships with customer executives, sponsors, decision-makers, and other key stakeholders.
• Engage customers through regular business reviews, success planning sessions, onsite visits, executive meetings, and other value-focused interactions.
• Monitor customer health, adoption trends, risks, opportunities, and activities in Gainsight and other internal tools, keeping records accurate and current.
• Proactively identify and mitigate risks, and lead customer escalations through resolution to improve outcomes and satisfaction.
• Partner with Sales, Professional Services, Support, Product Management, Engineering, and Marketing to address customer needs and resolve issues promptly.
• Share customer priorities, challenges, requirements, and feedback with internal teams to inform product strategy, service improvements, and the overall customer experience.
• Analyze product usage, business objectives, and desired outcomes to recommend strategies that increase adoption and maximize value.
• Partner with account teams to support renewals and identify expansion, cross-sell, and upsell opportunities that align with customer objectives.
• Share best practices, mentor peers, and contribute to continuous improvement across the Customer Success organization.

Skills

Customer success

Account management

Executive-level discussions

Relationship building

Data analysis

Gainsight

Tools

Gainsight

Job description

Rocket Software is seeking a Senior Customer Success Manager, Enterprise Growth, to lead strategic enterprise accounts in the United States. You will drive adoption, retention and expansion by building executive relationships and partnering with Sales, Services, Support, Product Management, Engineering, and Marketing.

You will mentor colleagues, manage health metrics in Gainsight, and lead value realization initiatives to maximize customer outcomes across a portfolio of strategic customers.