Senior Customer Success Manager

• 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 Responsibilities • The Senior CSM will take ownership of their customer interactions and go above and beyond to ensure resolution and long-term success for their customers • The Senior CSM will foster internal cross-functional relationships in support of our customer’s needs • They will be a bridge between our customer and internal teams in order to provide transparency and continual improvement for our customers • They will be a mentor and help the team as needed with Rocket processes and general questions • As a Customer Success Manager with Content and Mobius specialty, you will work cross-functionally with multiple internal teams to ensure alignment with our customer’s goals and objectives • You 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 • Work closely with your account team on your assigned accounts • Get to know your customers • Understand your customer’s business environment and objectives • Document how they use the Mobius product • 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 • Partner with our Product Specialist team to host user trainings as needed • 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 to track engagement, opportunities and derive insights • The base salary range for this role is $81,476.50 - $ /year • Exact compensation may vary based on skills, experience, and location • 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 Company information Rocket Software partners with the largest enterprises, in all industries, to solve their most complex IT challenges, across infrastructure, data, and applications — with solutions that simplify, not disrupt their modernization journey. Trusted by over 10,000 customers, Rocket Software helps enterprises modernize in place with a hybrid cloud strategy, so they don’t need to re-platform or build from the ground up. The company’s 2,600 global employees work with customers to accelerate and optimize their modernization journey while meeting evolving market needs. Rocket Software is a privately held U.S. corporation headquartered in the Boston area with centers of excellence strategically located throughout North America, Europe, Asia and Australia. Rocket Software is a portfolio company of Bain Capital Private Equity. Information Services, Software, Information Technology, Enterprise Software, Financial Services, Technology, IT Services, Software Development, Cloud Computing, Computer Software Privately Held Waltham, MA Company Specialties: Storage, Networks and Compliance, Application Modernization, Archive & Backup Management, Supply Chain Integration (EDI & Managed File Transfer), BI & Analytics, Terminal Emulation, AS/400, IBM Mainframe, IBM i, and Multi Value Database #J-18808-Ljbffr