Senior Customer Success Leader | Cross‑Functional Growth

Rocket Software; Juneau (AK); On-site; USD 83,000 - 112,000; Full time

Benefits offered by this job

Unlimited vacation

Health coverage

Life insurance

401(k) and Roth retirement savings

Student debt benefit program

Tuition reimbursement

Leadership training

Job summary

The Senior Customer Success Manager at Rocket Software in the United States will own customer interactions and drive long-term success, acting as a bridge between customers and internal teams to provide transparency and continuous improvement.

You will mentor junior representatives, work within the Gainsight platform, and coordinate with Sales, Marketing, and Support to meet customer needs and improve engagement experiences.

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).

Responsibilities

• Takes ownership of Close the Loop processes and customer needs.
• Work within Gainsight to ensure all customer inputs are addressed.
• Coordinate with cross-functional teams to provide for our customer’s needs and foster positive experiences.
• Acts as a mentor for junior level representatives.
• May recommend customer engagement business process improvements.

Skills

Customer success

Cross-functional collaboration

Mentoring

Gainsight experience

Education

Bachelor’s degree preferred

Tools

Gainsight

Job description

The Senior Customer Success Manager at Rocket Software in the United States will own customer interactions and drive long-term success, acting as a bridge between customers and internal teams to provide transparency and continuous improvement.

You will mentor junior representatives, work within the Gainsight platform, and coordinate with Sales, Marketing, and Support to meet customer needs and improve engagement experiences.