Senior Customer Success Manager - Strategic Accounts Growth

Rocket Software; Santa Fe (NM); Vor Ort; USD 83.000 - 112.000; Vollzeit

Benefits dieser Stelle

Unlimited vacation time

Paid holidays and sick time

Health and wellness coverage

Life and disability coverage

401(k) and Roth retirement with match

Student debt benefit

Tuition reimbursement and certificate

Leadership and skills training

Zusammenfassung

Rocket Software is seeking a Senior Customer Success Manager to lead a portfolio of strategic accounts and act as a trusted advisor throughout the customer lifecycle.

You will drive adoption, value realization, retention, and growth by coordinating across Sales, Services, Support, Product Management, Engineering, and Marketing, while mentoring teammates in customer success best practices.

Qualifikationen

• Bachelor's degree or equivalent experience preferred.
• 6+ years in Customer Success, Account Management, CX, Professional Services, or related roles.
• Proven ability to manage complex customer relationships and strategic accounts.
• Experience leading executive-level business discussions and engagements.
• Demonstrated success driving adoption, retention, and business outcomes.
• Strong communication, presentation, relationship-building, and problem-solving skills.
• Experience cross-functional with Sales, Marketing, Support, Product, Engineering, and Services.

Aufgaben

• Manage a portfolio of strategic customers as primary advocate throughout the lifecycle.
• Develop and execute customer success plans focused on adoption, value realization, retention, and expansion.
• Build relationships with customer executives, sponsors, and stakeholders.
• Drive engagement through business reviews, success planning sessions, onsite visits, and executive meetings.
• Monitor customer health, risks, and opportunities using Gainsight and internal tools.
• Lead proactive risk identification and mitigation to improve outcomes and retention.
• Partner with Sales, Professional Services, Support, Product, Engineering, and Marketing to resolve issues.
• Own escalations through resolution and ensure customer satisfaction.
• Advocate for customer requirements and feed insights to product strategy and service improvements.
• Maintain accurate engagement records, success plans, risks, opportunities, and activities in Gainsight.
• Identify opportunities to increase product adoption and support growth initiatives.
• Analyze usage and business outcomes to recommend value-maximizing strategies.
• Support renewals by collaborating with account teams for long-term success.
• Share best practices and mentor peers on CS processes and engagement strategies.

Kenntnisse

Customer Success

Executive engagement

Cross-functional collaboration

Gainsight

Strategic account management

Ausbildung

Bachelor's degree or equivalent experience

Tools

Gainsight

Jobbeschreibung

Rocket Software is seeking a Senior Customer Success Manager to lead a portfolio of strategic accounts and act as a trusted advisor throughout the customer lifecycle.

You will drive adoption, value realization, retention, and growth by coordinating across Sales, Services, Support, Product Management, Engineering, and Marketing, while mentoring teammates in customer success best practices.