Senior Customer Success Manager - Remote, Mentorship

Rocket Software; Denver (CO); Remote; USD 83,000 - 112,000; Full time

Benefits offered by this job

Unlimited vacation time

Paid holidays

Health and wellness coverage

Life and disability coverage

401(k) and Roth retirement with match

Student debt benefit program

Tuition & certificate reimbursement

Leadership and skills training

Job summary

The Senior Customer Success Manager at Rocket Software leads customer engagement, ensuring long‑term success and transparency across teams. They own customer interactions, mentor junior staff, and drive process improvements for optimal outcomes in the USA.

The role requires deep product knowledge, experiencing with cross‑functional teams, and a proactive approach to customer satisfaction using Gainsight. This position is remote in the United States with competitive salary and benefits.

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 success

Cross-functional collaboration

Gainsight

Mentoring

Education

Bachelor's degree preferred

Tools

Gainsight

Job description

The Senior Customer Success Manager at Rocket Software leads customer engagement, ensuring long‑term success and transparency across teams. They own customer interactions, mentor junior staff, and drive process improvements for optimal outcomes in the USA.

The role requires deep product knowledge, experiencing with cross‑functional teams, and a proactive approach to customer satisfaction using Gainsight. This position is remote in the United States with competitive salary and benefits.