Senior Customer Success Manager — Mentorship & Cross‑Team Impact

Rocket Software; Dover (DE); On-site; USD 83,000 - 112,000; Full time

Benefits offered by this job

Unlimited vacation time

Health coverage for employees and deps

Life and disability coverage

401(k) and Roth retirement plans with

Tuition reimbursement

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 needs are met, mentor junior staff, and help improve Rocket processes and customer experiences.

Responsibilities include leading cross‑functional coordination, leveraging Gainsight for customer inputs, and advocating for process improvements to maximize customer outcomes.

Qualifications

• 6 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.

Skills

Customer engagement

Cross-functional collaboration

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 needs are met, mentor junior staff, and help improve Rocket processes and customer experiences.

Responsibilities include leading cross‑functional coordination, leveraging Gainsight for customer inputs, and advocating for process improvements to maximize customer outcomes.