Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Collaborate closely with your account team on assigned accounts.

• Familiarize yourself with your customers, including understanding their business environment and objectives.

• Record how customers utilize their Rocket products.

• Grasp what success signifies for your customers.

• Establish strong relationships within your customer accounts.

• Work in conjunction with your Account Executive to conduct business reviews with your accounts.

• Coordinate closely with Renewals to mitigate risks and improve processes.

• Partner with Retention Marketing on campaigns and events to enhance engagement with your accounts.

• Collaborate with Retention Marketing to identify successful customers and transform them into advocates and case studies.

• Oversee the customer lifecycle journey, including onboarding, feedback loops, advocacy, risk management, and value campaigns.

• Utilize Gainsight and AI tools to monitor engagement, opportunities, and extract insights.

⛳️ Requirements

• Over 5 years of experience in Customer Success Management with a proven track record of developing strategic customer relationships and working with Fortune 500 accounts.

• Strong empathy for customers and a sincere belief that their success contributes to Rocket's success.

• Comprehensive understanding of value drivers in recurring revenue business models.

• Creative, resourceful, detail-oriented, and exceptionally organized.

• An analytical and metrics-focused work style.

• A self-starter who excels in ambiguous situations within a fast-paced, deadline-driven environment.

• Highly collaborative team player capable of building successful relationships with diverse stakeholders.

• Ability to navigate challenging conversations both internally and externally.

• Complete alignment with and consistent practice of our core values of Empathy, Humanity, Trust, and Love towards both our customers and fellow Rocketeers.

• Experience with Gainsight and Salesforce is preferred.

🏝️ Benefits

• Unlimited Vacation Time, alongside paid holidays and sick leave.

• Health and Wellness coverage options for Rocketeers and their dependents.

• Life and disability insurance coverage.

• Fidelity 401(k) and Roth Retirement Savings plans with matching contributions.

• Monthly student debt benefit program.

• Opportunities for Tuition Reimbursement and Certificate Reimbursement programs.

• Leadership and skills training opportunities.