Remote Strategic CSM - Growth & Adoption

Rocket Software; Lincoln (NE); On-site; USD 83,000 - 112,000; Full time

Benefits offered by this job

Unlimited Vacation Time

Health & Wellness coverage

Life and disability coverage

401(k) and retirement savings

Tuition Reimbursement

Job summary

Rocket Software in Lincoln, NE is seeking a Senior Customer Success Manager to lead strategic account initiatives, drive product adoption, and realize business value across a portfolio of key customers.

This role partners with Sales, Services, Support, Product, Engineering, and Marketing to ensure retention, expansion, and high customer satisfaction using Gainsight and other tools. The position emphasizes mentorship and customer-centric leadership.

Qualifications

• 6+ years of experience in Customer Success, Account Management, or related roles.
• Bachelor's degree or equivalent experience preferred.
• Proven ability to manage strategic accounts and executive-level engagements.
• Experience leading cross-functional initiatives with Sales, Marketing, Support, and Product.

Responsibilities

• Manage a portfolio of strategic customers as their primary advocate throughout the lifecycle.
• Develop and execute customer success plans focusing on adoption, value realization, retention, and expansion.
• Build relationships with customer executives, sponsors, and key stakeholders.
• Drive engagement via business reviews, success planning, onsite visits, and executive meetings.
• Monitor customer health and risks using Gainsight and other internal tools.
• Lead risk ID and mitigation to improve outcomes and retention.
• Collaborate with Sales, Services, Support, PM, Eng, and Marketing to address needs and resolve issues.
• Own escalations through resolution and ensure customer satisfaction.

Skills

Customer Success

Account Management

Executive engagement

Cross-functional collaboration

Data analysis

Gainsight usage

Education

Bachelor's degree or equivalent

Tools

Gainsight

Job description

Rocket Software in Lincoln, NE is seeking a Senior Customer Success Manager to lead strategic account initiatives, drive product adoption, and realize business value across a portfolio of key customers.

This role partners with Sales, Services, Support, Product, Engineering, and Marketing to ensure retention, expansion, and high customer satisfaction using Gainsight and other tools. The position emphasizes mentorship and customer-centric leadership.