Senior CSM – Remote with Unlimited Vacation

Rocket Companies, Inc.; United States; On-site; USD 83,000 - 112,000; Full time

Benefits offered by this job

Unlimited vacation time

Paid holidays and sick time

Health and wellness coverage options

Life and disability coverage

401(k) and Roth retirement with match

Monthly student debt benefit program

Tuition reimbursement and certificate\

Leadership and skills training

Job summary

Rocket Software Inc. is seeking a Senior Customer Success Manager in the United States. You will own customer interactions, drive resolution and long-term value, and mentor junior teammates.

You will bridge customer needs with internal teams and help drive process improvements. The role emphasizes cross-functional collaboration with Sales, Marketing, and Support, with a focus on customer outcomes and the Gainsight platform to manage inputs and actions.

Qualifications

• 6 years of related customer support or customer engagement experience.
• Bachelor’s degree preferred.
• Advanced knowledge of Rocket’s products and services.
• Experience with cross-functional teams (Sales, Marketing, Support).
• Gainsight experience preferred.

Responsibilities

• Own the close-the-loop processes and customer needs.
• Understand Rocket products, customers, and processes.
• Work in Gainsight to address customer inputs.
• Coordinate with cross-functional teams to meet customer needs and foster positive experiences.
• Mentor junior representatives and support process improvements.

Skills

Customer engagement

Mentoring

Cross-functional collaboration

Communication

Education

Bachelor’s degree preferred

Tools

Gainsight

Job description

Rocket Software Inc. is seeking a Senior Customer Success Manager in the United States. You will own customer interactions, drive resolution and long-term value, and mentor junior teammates.

You will bridge customer needs with internal teams and help drive process improvements. The role emphasizes cross-functional collaboration with Sales, Marketing, and Support, with a focus on customer outcomes and the Gainsight platform to manage inputs and actions.