Lead Customer Success Strategist

2 weeks ago


Cheyenne, Wyoming, United States Rocket Software Full time
Position Overview:

The Senior Customer Success Manager plays a pivotal role within the Customer Success team at Rocket Software, embodying our core values in every interaction.

This seasoned professional will take charge of customer relationships, ensuring that their needs are met and their success is prioritized.

By fostering collaboration across various internal teams, the Senior CSM will act as a liaison between our clients and Rocket, promoting transparency and continuous improvement.

Additionally, this role involves mentoring team members and assisting with inquiries related to Rocket's processes.


Key Responsibilities:
  • Collaborate closely with your account team on designated accounts.
  • Develop a deep understanding of your customers' business landscapes and objectives.
  • Document the utilization of the Mobius product by your clients.
  • Identify what success looks like for each customer.
  • Establish strong relationships within your assigned accounts.
  • Work in tandem with your Account Executive to conduct business reviews.
  • Partner with our Product Specialist team to facilitate user training sessions as required.
  • Coordinate with Renewals to mitigate risks and enhance processes.
  • Engage with Retention Marketing on campaigns and events to boost customer engagement.
  • Identify successful customers to transform them into advocates and case studies.
  • Manage the customer lifecycle, focusing on onboarding, feedback, advocacy, risk management, and value-driven campaigns.
  • Utilize Gainsight to monitor engagement, opportunities, and derive actionable insights.

Qualifications:

Applicants should possess:

  • A minimum of 5 years in Customer Success Management, with a proven track record of cultivating strategic relationships with Fortune 500 clients.
  • Experience with Mobius or other Enterprise Content Management solutions is highly desirable.
  • A strong sense of empathy for customers, believing that their success is integral to Rocket's success.
  • A comprehensive understanding of value drivers in recurring revenue business models.
  • Creativity, resourcefulness, attention to detail, and exceptional organizational skills.
  • An analytical mindset with a metrics-driven approach.
  • The ability to thrive in a fast-paced, ambiguous environment as a self-starter.
  • Excellent collaboration skills, enabling successful relationships with diverse stakeholders.
  • Capability to navigate challenging conversations with both internal and external parties.
  • Alignment with Rocket's core values of Empathy, Humanity, Trust, and Love.
  • Familiarity with Gainsight and Salesforce is preferred.

Commitment to Information Security:

At Rocket Software, we believe that information security is a collective responsibility. Every individual is accountable for safeguarding company information and IT resources in accordance with their role.


Diversity, Inclusion & Equity:

Rocket Software is dedicated to fostering an inclusive workplace where every employee can thrive by being their authentic selves. We are committed to promoting inclusivity, diversity, and equity within our workforce.


Benefits:

Rocket Software offers a comprehensive benefits package, including:

  • Extensive paid time off programs, including holidays, sick leave, and unlimited vacation.
  • Healthcare coverage options tailored to meet your needs.
  • Retirement savings plans with matching contributions.
  • Life and disability insurance.
  • Opportunities for leadership and skills training.
  • Two paid workdays for off-site training.


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