Rocket SoftwareRemote
Customer Success Manager
United States of America
Full Time
6 hours ago
$66,000 - $88,000 USD
Visa Sponsor
Key skills
Customer Success ManagementStrategic Customer RelationshipsFortune 500 AccountsValue Drivers in Recurring Revenue Business ModelsGainsightSalesforceRelational DatabaseAnalytical and Metrics-Driven Work StyleAIAnalyticsRisk ManagementCustomer Success
About this role
Rocket Software is a company that values innovation and customer engagement. They are seeking a Customer Success Manager to maximize the value of customer investments and support renewals and expansions while providing a customer-first experience.
Responsibilities:
- Work closely with your account team on your assigned accounts
- Get to know your customers. This includes but is not limited to the following:
- Understand your customer’s business environment and objectives
- Document how they use their Rocket products
- Understand what success means to your customers
- Build strong relationship within your customer accounts
- Work hand in hand with your Account Executive to hold business reviews with your accounts
- Work closely with Renewals on risk mitigation and process improvements
- Partner with Retention Marketing on campaigns and events to drive engagement with your accounts
- Work closely with Retention Marketing to identify successful customers and turn them into advocates and case studies
- Manage the customer lifecycle journey points, including customer onboarding, feedback loops, advocacy, risk management and value campaigns
- Use Gainsight and AI options to track engagement, opportunities and derive insights
Requirements:
- 5+ years in Customer Success Management with demonstrated success in developing strategic customer relationships and working with Fortune 500 accounts
- Strong empathy for customers and a genuine belief that their success translates into Rocket's success
- Deep understanding of value drivers in recurring revenue business models
- Creative, resourceful, detail-oriented, and highly organized
- An analytical and metrics-driven work style
- Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment
- Highly collaborative team player with the ability to build successful relationships with various stakeholders
- Ability to manage challenging conversations internally and externally
- Absolute and complete alignment with and consistent practice of our core values of Empathy, Humanity, Trust and Love to both our customers and other Rocketeers
- Experience with Gainsight and Salesforce preferred
- Bachelor's Degree
- Gainsight Experience
- Relational database and analytics experience