Senior Customer Success Manager

Rocketlane • Lehi, UT

9d • Onsite

About The Position

The CSM will play a key role in ensuring customers derive maximum value from the product to help Rocketlane emerge as the default choice in its product category. In this high-impact role, you'll get to: Craft and execute on cohesive CS playbooks for key stages across the customer lifecycle such as upcoming renewals, QBRs/EBRs, customers with low health scores, churn/downgrade risk accounts, etc. Engage strategically with large customers around their goals and objectives and deliver best practices and solutions that will help them accomplish their objectives Drive expansion and retention Plan strategically and execute on new initiatives/campaigns, to identify gaps in product usage/adoption across mid-market and Enterprise customer segments and course-correct as conditions warrant Monitor and closely track product adoption, usage, and overall customer health and deliver findings to the leadership team Maintain and monitor key metrics across customer segments including NRR, renewals, churn rates, NPS, etc. Proactively assess customer goals and needs, and have a consultative approach to facilitate their success with the product Be highly creative in devising campaigns that inform and educate and engage customers on the latest product features Have an experimental and iterative approach to generate a continual and qualified pipeline of renewals Proactively identify and assess expansion opportunities

Requirements

• 10+ years of overall experience with at least 4 years experience in a CS role, preferably in early-stage startup(s)
• Ability to apply a good mix of strategic and analytical thinking, business acumen, operational discipline, and strong communication and collaboration skills
• A proactive go-getter capable of getting hands dirty and going from idea to execution and pushing the organization to change
• Experience in having a data-driven approach, optimizing for the right parameters on the go, and having strong execution capabilities
• Proven track record in managing multiple stakeholders, identifying key customers, and cross-org collaboration

Nice To Haves

• Strong knowledge of relevant CS tools/technologies shall be a plus

Responsibilities

• Craft and execute on cohesive CS playbooks for key stages across the customer lifecycle such as upcoming renewals, QBRs/EBRs, customers with low health scores, churn/downgrade risk accounts, etc.
• Engage strategically with large customers around their goals and objectives and deliver best practices and solutions that will help them accomplish their objectives
• Drive expansion and retention
• Plan strategically and execute on new initiatives/campaigns, to identify gaps in product usage/adoption across mid-market and Enterprise customer segments and course-correct as conditions warrant
• Monitor and closely track product adoption, usage, and overall customer health and deliver findings to the leadership team
• Maintain and monitor key metrics across customer segments including NRR, renewals, churn rates, NPS, etc.
• Proactively assess customer goals and needs, and have a consultative approach to facilitate their success with the product
• Be highly creative in devising campaigns that inform and educate and engage customers on the latest product features
• Have an experimental and iterative approach to generate a continual and qualified pipeline of renewals
• Proactively identify and assess expansion opportunities

Benefits

• Comprehensive medical, dental, and vision coverage for full-time employees and their dependents.
• Industry-first HSA benefits.
• Flexible Time Off
• Generous 401(k) match to support your financial future.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed