Senior Customer Success Leader: Cross-Functional Impact

Rocket Software; Topeka (KS); On-site; 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) with matching

Student debt benefit

Tuition reimbursement

Leadership training

Job summary

Rocket Software is seeking a Senior Customer Success Manager in the United States to own customer interactions and drive long‑term success. You will mentor teammates and serve as a bridge between customers and internal teams to improve transparency and processes.

You will bring 6+ years of customer support/engagement experience and work with Gainsight and cross‑functional partners to ensure positive outcomes, while contributing to process improvements and mentoring others.

Qualifications

• Bachelor’s degree preferred.
• 6+ years in customer support or customer engagement.
• Deep knowledge of Rocket products and services.
• Experience working with cross‑functional teams (Sales, Marketing, Support).

Responsibilities

• Own the 'Close the Loop' processes and customer needs.
• Understand Rocket’s products, customer base and processes.
• Work within Gainsight to address customer inputs.
• Coordinate with cross‑functional teams to meet customer needs and foster positive experiences.
• Mentor junior representatives.
• Suggest customer engagement process improvements.

Skills

Customer success

Mentoring

Cross-functional collaboration

Stakeholder management

Team leadership

Education

Bachelor’s degree

Tools

Gainsight

Job description

Rocket Software is seeking a Senior Customer Success Manager in the United States to own customer interactions and drive long‑term success. You will mentor teammates and serve as a bridge between customers and internal teams to improve transparency and processes.

You will bring 6+ years of customer support/engagement experience and work with Gainsight and cross‑functional partners to ensure positive outcomes, while contributing to process improvements and mentoring others.