Senior Customer Success Manager

Rocket Software; Nashville (TN); On-site; USD 83,000 - 112,000; Full time

Benefits offered by this job

Unlimited vacation time

Paid holidays & sick time

Health coverage options

Life and disability coverage

401(k) and Roth with matching

Student debt benefit program

Tuition & certificate reimbursement

Leadership and skills training

Job summary

Rocket Software is seeking a Senior Customer Success Manager in the United States. This role leads customer engagements, driving resolution and long-term success while mentoring peers and coordinating with Sales, Marketing and Support teams.

The ideal candidate has 6+ years in customer success or related fields, advanced knowledge of Rocket products, and a track record in cross-functional collaboration. Join us to elevate customer outcomes and promote continuous process improvements.

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

• Take 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.
• Acts as a mentor for junior level representatives.
• May recommend customer engagement business process improvements.

Skills

Customer success

Relationship mgmt

Mentoring

Cross-functional collab

Education

Bachelor's degree preferred

Tools

Gainsight

Job description

United States

Full time

R2026-6758

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description Summary

The Senior Customer Success Manager is an experienced team member within Customer Success and exhibits the core Rocket values in their everyday work. The Senior CSM will take ownership of their customer interactions and go above and beyond to ensure resolution and long-term success for their customers. The Senior CSM will foster internal cross-functional relationships in support of our customer's needs. They will be a bridge between our customer and internal teams in order to provide transparency and continual improvement for our customers. They will be a mentor and help the team as needed with Rocket processes and general questions.

Essential Duties & 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

Experience & 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)

Preferred Qualifications

• Additional language support
• Gainsight Experience

Information Security

Information security is everyone's responsibility. A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.

Diversity, Inclusion & Equity

At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce.

Annual salary range for this position is between $83,000.00 - $112,050.00 gross before taxes.

What Rocket Software can offer you in USA

• Unlimited Vacation Time as well as paid holidays and sick time
• Health and Wellness coverage options for Rocketeers and dependents
• Life and disability coverage
• Fidelity 401(k) and Roth Retirement Savings with matching contributions
• Monthly student debt benefit program
• Tuition Reimbursement and Certificate Reimbursement Program opportunities
• Leadership and skills training opportunities

EOE M/F/Vet/Disability. Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

At Rocket Software, we believe AI is a critical enabler of innovation and productivity. All Rocketeers are expected to actively leverage AI-powered tools and technologies, where appropriate, to enhance efficiency, improve decision‑making, and deliver greater impact in their roles. Embracing continuous learning and the responsible use of AI is an essential part of how we work.

Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to [e-mail]. We will make a determination on your request for reasonable accommodation on a case‑by‑case basis.

As part of our commitment to a safe and trustworthy workplace, we include background and reference checks in our hiring process.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

If you like wild growth and working with happy, enthusiastic over‑achievers, you'll enjoy your career with us!

Companies around the world trust Rocket to solve their most complex business challenges by powering their critical infrastructure, business processes, and data. We help extend the value of these assets, enabling our customers to embrace the potential of cloud and mobile computing, advanced analytics, and the innovations of tomorrow. From the clothes we wear to the cars we drive, Rocket solutions power the back‑end systems that thousands of brands rely on every day.

At Rocket, software is about more than just code-it's about people. We are passionate problem‑solvers, working to make a difference for others. Our foundation is built on empathy, humanity, trust, and love, and we strive to embody these core values in everything we do. Whether we're serving our customers, partners, or fellow Rocketeers, we are committed to treating everyone with the respect and care they deserve.

Founded in 1990, Rocket Software is headquartered in Waltham, Massachusetts, and has 20 offices worldwide, bringing people and technology together to build a better future.