Senior Customer Success Manager @ Rocket

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Job Description Summary

Senior Customer Success Manager, Enterprise Growth

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, expansion, and long-term growth across a portfolio of strategic enterprise accounts.

This role requires a proactive, customer-centric professional who can build strong relationships with stakeholders at all levels, including executive leadership, 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.

The ideal candidate possesses a strong track record of managing enterprise customer relationships, driving measurable business outcomes, identifying growth opportunities, and supporting customer retention and expansion strategies.

Essential Duties & Responsibilities

• Manage a portfolio of strategic enterprise 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 growth.
• Build and maintain strong relationships with customer executives, sponsors, decision-makers, and other key stakeholders.
• Engage customers through regular business reviews, success planning sessions, onsite visits, executive meetings, and other value-focused interactions.
• Monitor customer health, adoption trends, risks, opportunities, and activities in Gainsight and other internal tools, keeping records accurate and current.
• Proactively identify and mitigate risks, and lead customer escalations through resolution to improve outcomes and satisfaction.
• Partner with Sales, Professional Services, Support, Product Management, Engineering, and Marketing to address customer needs and resolve issues promptly.
• Share customer priorities, challenges, requirements, and feedback with internal teams to inform product strategy, service improvements, and the overall customer experience.
• Analyze product usage, business objectives, and desired outcomes to recommend strategies that increase adoption and maximize value.
• Partner with account teams to support renewals and identify expansion, cross-sell, and upsell opportunities that align with customer objectives.
• Share best practices, mentor peers, and contribute to continuous improvement across the Customer Success organization.

Experience & Qualifications

• 6+ years of experience in Customer Success, Account Management, Customer Experience, Professional Services, Technical Account Management, or a related customer-facing role.
• Proven ability to manage complex customer relationships and strategic enterprise accounts.
• Experience leading executive-level business discussions and customer engagements.
• Demonstrated success in driving customer adoption, retention, expansion, and measurable business outcomes.
• Strong communication, presentation, relationship-building, and problem-solving skills.
• Experience working across Sales, Marketing, Support, Product Management, Engineering, and Services.
• Ability to manage competing priorities and respond effectively to customer needs.
• Strong analytical skills, with the ability to interpret customer data and develop actionable recommendations.
• Experience using customer success platforms such as Gainsight or similar tools.
• Strong organizational and project management skills, including the ability to influence without direct authority and build accountability across stakeholders.

Preferred Qualifications

• Experience supporting enterprise software customers.
• Experience managing large, strategic enterprise accounts with multiple stakeholders and business units.
• Demonstrated success driving customer growth, expansion, retention, and business outcomes.
• Experience partnering with Sales teams to identify and support expansion opportunities.
• Prior experience with Rocket Software solutions.
• Gainsight experience.
• Experience managing customer renewal and retention activities.
• Additional language proficiency is a plus.
• Experience mentoring, coaching, or developing team members.
• Experience conducting executive business reviews and success planning sessions
• Strong understanding of customer success methodologies, account planning, and value realization frameworks.

Success Measures

Success in this role will be measured by the ability to:

• Build strong customer relationships and sustain executive engagement.
• Increase product adoption, utilization, and realized business value.
• Support strong retention and renewal results across assigned accounts.
• Identify and advance customer expansion opportunities.
• Proactively reduce risk and improve customer health.
• Work effectively across internal teams to achieve customer objectives.

This role is well suited for a strategic, growth-oriented Customer Success professional who enjoys building executive relationships, delivering measurable outcomes, and helping customers realize greater value.

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

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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

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.

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.

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.

As part of our commitment to a safe and trustworthy workplace, we include background and reference checks in our hiring process.

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!