Senior Customer Success Leader: Drive Adoption & Growth

Rocket Software; Hartford (CT); On-site; USD 83,000 - 112,000; Full time

Benefits offered by this job

Unlimited vacation

Health coverage

Life and disability coverage

401(k) matching

Student debt benefit

Tuition reimbursement

Leadership training

Job summary

Rocket Software is seeking a Senior Customer Success Manager to lead strategic accounts in the United States. You will drive adoption, value realization, retention, and growth, serving as a trusted advisor across Sales, Services, Support, Product, Engineering, and Marketing.

This is a customer-centric, executive-facing role demanding strong relationship-building and leadership in a dynamic environment. You will mentor teammates, partner with multiple internal teams, and help shape product

Qualifications

• Bachelor's degree or equivalent experience preferred.
• 6+ years in Customer Success, Account Management, or related roles.
• Proven ability to manage complex strategic accounts.
• Experience leading executive-level discussions and customer engagements.
• Demonstrated success driving adoption, retention, and outcomes.
• Strong communication, presentation, relationship-building, and problem-solving skills.
• Experience cross-functionally with Sales, Marketing, Support, Product Management, Engineering, and Services.
• Ability to prioritize multiple initiatives and manage competing needs.
• Strong analytical skills to interpret data and provide recommendations.
• Experience using customer success platforms such as Gainsight.

Responsibilities

• Manage a portfolio of strategic customers as primary advocate throughout the lifecycle.
• Develop and execute success plans focusing on adoption, value realization, retention, and expansion.
• Build relationships with customer executives and key stakeholders.
• Lead regular business reviews and value-based interactions.
• Monitor customer health, risks, and opportunities using Gainsight and internal tools.
• Identify and mitigate risks to improve outcomes and retention.
• Collaborate with Sales, Services, Support, Product, Engineering, and Marketing to resolve issues.
• Own escalations through resolution and customer satisfaction.
• Advocate for customer needs to influence product strategy.
• Maintain accurate engagement records in Gainsight.
• Identify opportunities to increase product adoption and growth.
• Support renewal activities with account teams.
• Share best practices and mentor peers in CS processes.

Skills

Executive-level discussions

Cross-functional collaboration

Communication skills

Analytical skills

Prioritization

Education

Bachelor's degree or equivalent experience

Tools

Gainsight

Mobius knowledge

Job description

Rocket Software is seeking a Senior Customer Success Manager to lead strategic accounts in the United States. You will drive adoption, value realization, retention, and growth, serving as a trusted advisor across Sales, Services, Support, Product, Engineering, and Marketing.

This is a customer-centric, executive-facing role demanding strong relationship-building and leadership in a dynamic environment. You will mentor teammates, partner with multiple internal teams, and help shape product