Senior Customer Success Manager - Cross-Functional Mentor

Rocket Software; Hagåtña (GU); On-site; USD 83,000 - 112,000; Full time

Benefits offered by this job

Unlimited vacation

Holiday and sick time

Health coverage

Life and disability coverage

401(k) with match

Student debt benefit

Tuition reimbursement

Leadership 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 mentor junior teammates and collaborate with Sales, Marketing, and Support to ensure client satisfaction.

You’ll leverage Gainsight to address customer inputs, understand Rocket products, and identify process improvements. This role emphasizes ownership, transparency, and continuous improvement across teams.

Qualifications

• Six years of related customer support or customer engagement experience.
• Bachelor's degree preferred.
• 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.

Education

Bachelor's degree

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 mentor junior teammates and collaborate with Sales, Marketing, and Support to ensure client satisfaction.

You’ll leverage Gainsight to address customer inputs, understand Rocket products, and identify process improvements. This role emphasizes ownership, transparency, and continuous improvement across teams.