Senior Enterprise CSM - Growth & Advocacy (Remote)

Rocket Software; Madison (WI); Remote; USD 83,000 - 112,000; Full time

Benefits offered by this job

Unlimited vacation

Health and Wellness coverage

401(k) with company match

Tuition reimbursement

Job summary

Rocket Software seeks a Senior Customer Success Manager, Enterprise Growth, to lead strategic enterprise accounts and drive adoption, retention, and expansion across a broad portfolio. The role collaborates with Sales, Services, Support, Product, and Marketing to help customers realize value and achieve long-term growth.

Ideal candidates have a proven track record managing enterprise relationships, driving measurable outcomes, and mentoring teams.

Qualifications

• 6+ years in Customer Success, Account Management, or related roles.
• Experience leading executive-level business discussions and customer engagements.
• Proven ability to drive adoption, retention, expansion, and measurable business outcomes.

Responsibilities

• Manage a portfolio of strategic enterprise customers as primary advocate throughout the customer lifecycle.
• Develop and execute customer success plans focused on adoption, value realization, retention, and growth.
• Build relationships with customer executives, sponsors, decision-makers, and other key stakeholders.
• Engage customers through regular business reviews, success planning sessions, onsite visits, executive meetings, and value-focused interactions.
• Monitor customer health, adoption trends, risks, opportunities, and activities in Gainsight and other internal tools.
• Proactively identify and mitigate risks, and lead customer escalations to improve outcomes and satisfaction.
• Partner with Sales, Professional Services, Support, Product Management, Engineering, and Marketing to address customer needs and resolve issues promptly.
• Share customer priorities, challenges, requirements, and feedback with internal teams to inform product strategy and service improvements.
• Analyze product usage, business objectives, and desired outcomes to recommend strategies that increase adoption and maximize value.
• Partner with account teams to support renewals and identify expansion opportunities.
• Share best practices, mentor peers, and contribute to continuous improvement across the CS organization.

Skills

Communication

Presentation

Relationship building

Problem solving

Strategic account management

Tools

Gainsight

Job description

Rocket Software seeks a Senior Customer Success Manager, Enterprise Growth, to lead strategic enterprise accounts and drive adoption, retention, and expansion across a broad portfolio. The role collaborates with Sales, Services, Support, Product, and Marketing to help customers realize value and achieve long-term growth.

Ideal candidates have a proven track record managing enterprise relationships, driving measurable outcomes, and mentoring teams.