Job Description Summary:

The Senior Customer Success Manager (CSM) is a strategic leader within the Customer Success organization who exemplifies Rocket Software's core values in every customer and employee interaction. The Senior CSM serves as a trusted advisor to customers, driving product adoption, business value realization, retention, and growth across a portfolio of strategic accounts.
This role requires a proactive, customer-centric professional who can build strong relationships with stakeholders at all levels, including executives, while collaborating across Sales, Services, Support, Product Management, Engineering, and Marketing. The Senior CSM acts as the voice of the customer within Rocket Software and serves as a mentor to teammates, helping elevate customer success best practices across the organization.

Experience with Rocket Mobius solutions is strongly preferred.

Essential Duties & Responsibilities

• Manage a portfolio of strategic customers, serving as their primary advocate and trusted advisor throughout the customer lifecycle.
• Develop and execute customer success plans focused on adoption, value realization, retention, and expansion opportunities.
• Build and maintain strong relationships with customer executives, sponsors, and key stakeholders.
• Drive customer engagement through regular business reviews, success planning sessions, onsite visits, executive meetings, and other value-based interactions.
• Monitor customer health, risks, and opportunities using Gainsight and other internal tools.
• Lead proactive risk identification and mitigation efforts to improve customer outcomes and retention.
• Partner closely with Sales, Professional Services, Support, Product Management, Engineering, and Marketing to address customer needs and ensure timely resolution of issues.
• Own customer escalations through resolution and maintain accountability for customer satisfaction.
• Advocate for customer requirements and feedback, providing insights that influence product strategy and service improvements.
• Maintain accurate customer engagement records, success plans, risks, opportunities, and activities within Gainsight.
• Identify opportunities to increase product adoption and support customer growth initiatives.
• Analyze customer usage, business objectives, and outcomes to recommend strategies that maximize value.
• Support renewal activities by partnering with account teams to promote customer satisfaction and long-term success.
• Share best practices and mentor peers on Customer Success processes, customer engagement strategies, and Rocket solutions.
• Contribute to continuous improvement initiatives across the Customer Success organization.

Experience & Qualifications

• Bachelor's degree or equivalent experience preferred.
• 6+ years of experience in Customer Success, Account Management, Customer Experience, Professional Services, Technical Account Management, or related customer-facing roles.
• Proven ability to manage complex customer relationships and strategic accounts.
• Experience leading executive-level business discussions and customer engagements.
• Demonstrated success driving customer adoption, retention, and business outcomes.
• Strong communication, presentation, relationship-building, and problem-solving skills.
• Experience working cross-functionally with Sales, Marketing, Support, Product Management, Engineering, and Services organizations.
• Ability to prioritize multiple initiatives and manage competing customer needs.
• Strong analytical skills with the ability to interpret customer data and identify actionable recommendations.
• Experience using customer success platforms such as Gainsight or similar tools.

Preferred Qualifications

• Experience supporting enterprise software customers.
• Prior experience with Rocket Software solutions.
• Mobius product knowledge and customer engagement experience strongly preferred.
• Gainsight experience.
• Experience managing customer renewal and retention activities.
• Additional language proficiency is a plus.
• Experience mentoring or coaching team members.

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 responsibility for the security and protection of company information and IT resources over which they have control, in accordance with their role.

Diversity, Inclusion & Equity

At Rocket Software, we are committed to creating an inclusive workplace where every Rocketeer can thrive by bringing their authentic self to work. Being a Rocketeer means being part of a community that values diversity, inclusion, equity, and belonging. We believe our differences strengthen our ability to innovate, collaborate, and deliver outstanding experiences for our customers and colleagues.

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Annual salary range for this position is between $83,000.00 - $112,050.00 gross before taxes.

What Rocket Software can offer you in USA:

• Unlimited Vacation Time as well as paid holidays and sick time
• Health and Wellness coverage options for Rocketeers and dependents
• Life and disability coverage
• Fidelity 401(k) and Roth Retirement Savings with matching contributions
• Monthly student debt benefit program
• Tuition Reimbursement and Certificate Reimbursement Program opportunities
• Leadership and skills training opportunities

At Rocket Software, we believe AI is a critical enabler of innovation and productivity. All Rocketeers are expected to actively leverage AI-powered tools and technologies, where appropriate, to enhance efficiency, improve decision-making, and deliver greater impact in their roles. Embracing continuous learning and the responsible use of AI is an essential part of how we work.