Manager, Customer Success Management

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description Summary:

We are looking for an innovative, driven, and inspiring Customer Success leader that can help build out and lead our Sr. CSM group. As the Manager, Customer Success Management, you will lead a team of our Senior Customer Success Managers (CSMs) and will work cross-functionally with multiple internal teams to ensure alignment with customer goals and objectives. Your team will play a crucial role in engaging with customers to ensure they are getting the maximum value from their Rocket investments, tracking successes, and regularly reviewing their business needs. This is a tremendous opportunity to impact our CS organization as we strive to create positive customer outcomes and experience. It also provides a unique opportunity to build and shape the organization as you see fit and to leverage the combination of your experience and our core values to create a world class Customer Success team.

Every company says they care about their customers, but at Rocket Software we really, really mean it.  The customer is at the heart of literally everything we do, and we wake up every day aspiring to deliver a differentiated customer experience unmatched by anyone in the software business and driven by our four core values -- Empathy, Humanity, Trust and Love. 

We are looking for an innovative, driven, and inspiring Customer Success leader that can help build out and lead our Sr. CSM group. As the Manager, Customer Success Management, you will lead a team of our Senior Customer Success Managers (CSMs) and will work cross-functionally with multiple internal teams to ensure alignment with customer goals and objectives. Your team will play a crucial role in engaging with customers to ensure they are getting the maximum value from their Rocket investments, tracking successes, and regularly reviewing their business needs. This is a tremendous opportunity to impact our CS organization as we strive to create positive customer outcomes and experience. It also provides a unique opportunity to build and shape the organization as you see fit and to leverage the combination of your experience and our core values to create a world class Customer Success team.

Essential Duties and Responsibilities:

• Lead a high performing team: Ability to recruit, coach and inspire CSMs focused on specific product brands to bring value realization to our customers
• Develop a team of CSMs who drive business value and help keep the team educated on product updates and trends
• Ensure swift and satisfying resolution of account issues by leveraging resources from cross-functional teams as needed

• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Optimize Retention and Expansion: Track the metrics of specific brands for CSM impact to retention and growth
  • Work closely with Renewals on risk mitigation and process improvements
  • Work closely with Marketing to identify successful customers and turn them into advocates as well as partnership on marketing campaigns and messaging
  • Manage the customer lifecycle journey points, including customer onboarding, feedback loops, advocacy, risk management and value campaigns
  • Use Gainsight insights to scale the team and customer touchpoints

Qualifications:

• 5-7+ years of Customer Success Management/Leadership with demonstrated success developing and implementing successful customer success and cross-functional processes.
• Direct people management experience required, remote team management highly preferred
• Experience leading teams that manage Enterprise customers
• Experience with Gainsight and building processes like QBRs and EBRs
• 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
• 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

Information Security:

Information security is everyone’s responsibility.  A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.

Diversity, Inclusion & Equity:

At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce.

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The base salary range for this role is $74,200.00 - $92,700.00 /year. Exact compensation may vary based on skills, experience, and location.

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What Rocket Software can offer you in USA:

• Extensive paid time off programs (paid holidays, sick, and unlimited vacation time)
• Healthcare coverage options to fit you (and your family’s) needs
• Retirement savings, with matching contributions by Rocket Software
• Life and disability coverage
• Leadership and skills training opportunities
• Two paid work days for off-site training

EOE M/F/Vet/Disability.  Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities.  If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to [email protected].  We will make a determination on your request for reasonable accommodation on a case-by-case basis.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!