Senior Customer Success Lead — Cross‑Functional Impact

Rocket Software; Montpelier (VT); Sur place; USD 83 000 - 112 000; Plein temps

Avantages offerts par ce poste

Unlimited vacation time

Health and wellness coverage

Life and disability coverage

401(k) and Roth Retirement Savings

Student debt benefit

Tuition & certificate reimbursement

Leadership and skills training

Résumé du poste

Rocket Software in the United States is seeking a Senior Customer Success Manager who will own customer interactions, drive resolution, and foster long-term success. You will mentor teammates and collaborate with cross-functional groups to improve our customers' experience and outcomes.

The role leverages Gainsight and requires roughly 6 years in customer support or engagement, with a preferred Bachelor’s degree and deep knowledge of Rocket products.

Qualifications

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

Responsabilités

• Own the “Close the Loop” process and customer needs.
• Understand Rocket’s products, customer base and processes.
• Work within Gainsight to address all customer inputs.
• Coordinate with cross-functional teams to fulfill customer needs.
• Serve as a mentor for junior representatives.
• Recommend customer engagement process improvements.

Connaissances

Customer success

Cross-functional collaboration

Mentoring

Gainsight experience

Formation

Bachelor's degree

Outils

Gainsight

Description du poste

Rocket Software in the United States is seeking a Senior Customer Success Manager who will own customer interactions, drive resolution, and foster long-term success. You will mentor teammates and collaborate with cross-functional groups to improve our customers' experience and outcomes.

The role leverages Gainsight and requires roughly 6 years in customer support or engagement, with a preferred Bachelor’s degree and deep knowledge of Rocket products.