Senior Customer Success Manager — Cross-Functional Impact

Rocket Software; City of Albany (NY); On-site; USD 83,000 - 112,000; Full time

Benefits offered by this job

Unlimited vacation

Health coverage

Life and disability coverage

401(k) and Roth Retirement Savings (em

Student debt benefit program

Tuition reimbursement and certificate

Leadership and skills training

Job summary

Rocket Software is seeking a Senior Customer Success Manager in the United States to own customer interactions and drive long-term success. You will collaborate with Sales, Marketing, and Support to ensure customer outcomes and mentor junior team members.

You will leverage Gainsight and Rocket’s product knowledge to address customer needs, promote transparency, and contribute to process improvements while maintaining a strong customer-first mindset.

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 relationship management

Cross-functional collaboration

Communication skills

Gainsight experience

Education

Bachelor’s degree preferred

Tools

Gainsight

Job description

Rocket Software is seeking a Senior Customer Success Manager in the United States to own customer interactions and drive long-term success. You will collaborate with Sales, Marketing, and Support to ensure customer outcomes and mentor junior team members.

You will leverage Gainsight and Rocket’s product knowledge to address customer needs, promote transparency, and contribute to process improvements while maintaining a strong customer-first mindset.