[Hiring] Senior Customer Success Manager @Rocket Companies

Role Description

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.

• 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.

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.

Requirements

• 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.

Benefits

• 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.