Customer Success Manager

Rocket Companies

12d•Remote

About The Position

We are seeking an innovative and driven Customer Success Manager to engage customers and maximize the value of their Rocket investments. In this CSM role working with database and analytic products, you will partner cross‑functionally to align customer goals with intelligent insights, track success using predictive signals, and proactively optimize outcomes. This role offers a strong opportunity to influence our Customer Success organization while supporting customer renewals, expansion, and a differentiated, customer‑first CSM experience.

Requirements

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
Experience with Gainsight and Salesforce preferred

Nice To Haves

Gainsight Experience
Relational database and analytics experience

Responsibilities

Work closely with your account team on your assigned accounts
Get to know your customers. This includes but is not limited to the following: Understand your customer’s business environment and objectives Document how they use their Rocket products 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
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 and AI options to track engagement, opportunities and derive insights