Senior Customer Success Leader — Remote, Strategic Accounts

Rocket Software; Olympia (WA); Remote; USD 83,000 - 112,000; Full time

Benefits offered by this job

Unlimited vacation time

Health coverage

Life and disability coverage

401(k) and Roth retirement with match

Tuition reimbursement

Leadership and skills training

Job summary

Rocket Software is seeking a Senior Customer Success Manager who will lead a portfolio of strategic accounts, drive adoption and value realization, and ensure renewal and growth. The role requires collaboration across Sales, Services, Support, Product, Engineering, and Marketing.

The ideal candidate has 6+ years in customer success or related roles, strong executive communication, and experience with CS platforms such as Gainsight. This position is remote-friendly in the United States.

Qualifications

• Bachelor's degree or equivalent experience preferred.
• 6+ years in Customer Success or related roles.
• Proven ability to manage strategic accounts and executives.
• Experience leading executive-level engagements and reviews.
• Strong analytics and data-driven decision-making.
• Experience with Gainsight or similar CS platforms.

Responsibilities

• Manage a portfolio of strategic customers and act as their trusted advisor.
• Develop and execute success plans focused on adoption, value, retention, and expansion.
• Build relationships with customer executives and key stakeholders.
• Lead regular business reviews and strategic planning with customers.
• Monitor health, risks and opportunities using CS tools.
• Own escalations and ensure timely resolutions and satisfaction.
• Collaborate with Sales, Services, Support, Product, Engineering and Marketing.
• Advocate for customer requirements to influence product strategy.

Skills

Customer Success

Account Management

Executive communication

Relationship building

Strategic thinking

Cross-functional collaboration

Education

Bachelor's degree or equivalent experience

Tools

Gainsight

Rocket Mobius

Job description

Rocket Software is seeking a Senior Customer Success Manager who will lead a portfolio of strategic accounts, drive adoption and value realization, and ensure renewal and growth. The role requires collaboration across Sales, Services, Support, Product, Engineering, and Marketing.

The ideal candidate has 6+ years in customer success or related roles, strong executive communication, and experience with CS platforms such as Gainsight. This position is remote-friendly in the United States.