Senior Customer Success Manager

Rocketlane•Lehi, UT

18h

About The Position

Rocketlane is a fast-growing, innovative SaaS company making waves in customer onboarding and professional services automation. Our mission? To empower B2B companies with a smooth, consistent, and efficient way to onboard customers and manage client projects—reducing chaos and boosting customer satisfaction across industries. We’re a close-knit team of over 100 passionate professionals, all focused on building a product that teams love to use. Our journey has been fueled by $45M in funding from top investors, including 8VC, Matrix Partners, and Nexus Venture Partners. 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:

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
An open mindset to build and execute with geographically distributed teams from the ground up that consistently deliver outstanding results

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.

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