Senior Customer Success Leader & Cross-Functional Mentor

Rocket Software; Austin (TX); On-site; USD 83,000 - 112,000; Full time

Benefits offered by this job

Unlimited Vacation Time

Health and Wellness coverage options

Life and disability coverage

Fidelity 401(k) and Roth Retirement

Monthly student debt benefit program

Tuition Reimbursement and Certificate

Leadership and skills training

Job summary

Rocket Software in the United States is seeking a Senior Customer Success Manager to own customer interactions and drive long-term success. You will mentor teammates and collaborate with cross‑functional teams to ensure transparent, proactive service.

You’ll use Gainsight to address customer inputs, identify improvements, and uphold Rocket’s values. A bachelor’s degree is preferred and 6+ years in customer-facing roles are expected.

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
• Strong understanding of Rocket’s products, customer base and processes
• Work within the Gainsight platform to ensure all customer inputs are addressed
• Coordinate with cross functional teams within Rocket 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 engagement experience

Cross-functional collaboration

Mentoring

Gainsight experience

Education

Bachelor's degree

Tools

Gainsight

Job description

Rocket Software in the United States is seeking a Senior Customer Success Manager to own customer interactions and drive long-term success. You will mentor teammates and collaborate with cross‑functional teams to ensure transparent, proactive service.

You’ll use Gainsight to address customer inputs, identify improvements, and uphold Rocket’s values. A bachelor’s degree is preferred and 6+ years in customer-facing roles are expected.