Senior Customer Success Manager
About The Position
The Senior Customer Success Manager is an experienced member of the Customer Success team who demonstrates Rocket’s core values and takes ownership of customer interactions. The role focuses on resolving customer needs and supporting long-term customer success by acting as a bridge between customers and internal teams, providing transparency, and encouraging continual improvement. The Senior CSM also mentors junior representatives and helps the team with Rocket processes and general questions. The role requires a strong understanding of Rocket’s products, customer base, and processes; use of the Gainsight platform to ensure customer input is addressed; and coordination with cross-functional teams to support customers and create positive experiences. The Senior CSM may recommend improvements to customer engagement business processes. Employees are responsible for protecting company information and IT resources according to their role and are expected to use AI-powered tools appropriately to enhance efficiency, decision-making, and impact.
Requirements
- 6 years of related customer support or customer engagement experience.
- Advanced knowledge of Rocket’s products and services.
- Experience working with cross-functional teams, including Sales, Marketing, and Support.
- Responsibility for the security and protection of company information and IT resources according to one's role.
- Expected to leverage AI-powered tools and technologies appropriately and engage in continuous learning and responsible AI use.
Nice To Haves
- Bachelor’s degree preferred.
- Additional language support.
- Experience with Gainsight.
Responsibilities
- Take ownership of “Close the Loop” processes and customer needs.
- Work within the Gainsight platform to ensure all customer inputs are addressed.
- Coordinate with cross-functional teams within Rocket to support customer needs and foster positive experiences.
- Mentor junior-level representatives and help the team with Rocket processes and general questions.
- May recommend customer engagement business process improvements.
- Take ownership of customer interactions and work to ensure resolution and long-term customer success.
- Act as a bridge between customers and internal teams to provide transparency and continual improvement.
Benefits
- Unlimited vacation time, paid holidays, and sick time.
- Health and wellness coverage options for employees and dependents.
- Life and disability coverage.
- Fidelity 401(k) and Roth retirement savings with matching contributions.
- Monthly student debt benefit program.
- Tuition and certificate reimbursement opportunities.
- Leadership and skills training opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
