Senior Customer Success Leader — Cross‑Functional & Mentor

Rocket Software; Cheyenne (WY); On-site; USD 83,000 - 112,000; Full time

Benefits offered by this job

Unlimited vacation time

Holiday and sick time

Health coverage for employees and deps

Life and disability coverage

401(k) and Roth retirement savings w/

Student debt benefit program

Tuition reimbursement

Leadership and skills training

Job summary

Rocket Software in the United States is seeking a Senior Customer Success Manager to own customer interactions, drive resolution, and ensure long-term success. You will mentor teammates and collaborate with cross-functional teams, using Gainsight to track inputs and improve outcomes.

The Senior CSM will foster internal relationships across Sales, Marketing, and Support to deliver transparent, continual improvements for customers. Annual salary range is $83,000 to $112,050 gross before taxes.

Qualifications

• 6 years of related customer support or customer engagement experience.
• Bachelor’s degree preferred.
• Have 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

Cross-functional collaboration

Mentoring

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, drive resolution, and ensure long-term success. You will mentor teammates and collaborate with cross-functional teams, using Gainsight to track inputs and improve outcomes.

The Senior CSM will foster internal relationships across Sales, Marketing, and Support to deliver transparent, continual improvements for customers. Annual salary range is $83,000 to $112,050 gross before taxes.