Senior Customer Success Leader - Remote, Adoption & Growth

Rocket Software; Montpelier (VT); À distance; USD 83 000 - 112 000; Plein temps

Avantages offerts par ce poste

Unlimited vacation

Health coverage

Life insurance

401(k) plan

Student debt benefit

Tuition reimbursement

Leadership training

Résumé du poste

Rocket Software is seeking a Senior Customer Success Manager in the United States. This strategic leader manages a portfolio of strategic accounts, driving adoption, value realization, retention, and expansion across cross-functional teams including Sales, Services, Support, Product, Engineering, and Marketing.

The role emphasizes executive engagement, risk mitigation, and a customer-centric approach, with preference for knowledge of Rocket Mobius solutions and Gainsight proficiency.

Qualifications

• Bachelor's degree or equivalent experience preferred.
• 6+ years of experience in Customer Success, Account Management, Customer Experience, Professional Services, Technical Account Management, or related customer-facing roles.
• Proven ability to manage complex customer relationships and strategic accounts.
• Experience leading executive-level business discussions and customer engagements.

Responsabilités

• Manage a portfolio of strategic customers, serving as their primary advocate and trusted advisor throughout the customer lifecycle.
• Develop and execute customer success plans focused on adoption, value realization, retention, and expansion opportunities.
• Build and maintain strong relationships with customer executives, sponsors, and key stakeholders.
• Drive customer engagement through regular business reviews, success planning sessions, onsite visits, executive meetings, and other value-based interactions.
• Monitor customer health, risks, and opportunities using Gainsight and other internal tools.
• Lead proactive risk identification and mitigation efforts to improve customer outcomes and retention.
• Partner with Sales, Professional Services, Support, Product Management, Engineering, and Marketing to address customer needs and ensure timely resolution of issues.
• Own customer escalations through resolution and maintain accountability for customer satisfaction.
• Advocate for customer requirements and feedback, providing insights that influence product strategy and service improvements.
• Maintain accurate customer engagement records, success plans, risks, opportunities, and activities within Gainsight.
• Identify opportunities to increase product adoption and support customer growth initiatives.
• Analyze customer usage, business objectives, and outcomes to recommend strategies that maximize value.
• Support renewal activities by partnering with account teams to promote customer satisfaction and long-term success.
• Share best practices and mentor peers on Customer Success processes, customer engagement strategies, and Rocket solutions.

Formation

Bachelor's degree or equivalent experience

Outils

Gainsight

Description du poste

Rocket Software is seeking a Senior Customer Success Manager in the United States. This strategic leader manages a portfolio of strategic accounts, driving adoption, value realization, retention, and expansion across cross-functional teams including Sales, Services, Support, Product, Engineering, and Marketing.

The role emphasizes executive engagement, risk mitigation, and a customer-centric approach, with preference for knowledge of Rocket Mobius solutions and Gainsight proficiency.