Customer Success Manager in London

Job type: Full Time · Department: Post Sales · Work type: On-Site London, England, United Kingdom

About Rocketlane

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.

What will you do?

• 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.

You should apply if:

• 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.
• Strong knowledge of relevant CS tools/technologies shall be a plus.
• An open mindset to build and execute with geographically distributed teams from the ground up that consistently deliver outstanding results.

At Rocketlane, we’re all about building a great product and a great place to work. Here’s why you’ll actually look forward to Mondays:

• Impact and ownership: You won’t just be another cog in the machine; here, you’re more like a turbocharged engine part. Bring your ideas, make them happen.
• Work with the best: We’re a team of passionate, quirky, and ridiculously talented people. Come for the work, stay for the memes.
• Celebrate wins: Whether we’re hitting major milestones or celebrating new funding, we like to mix it up. From rap videos to team outings, we believe in celebrating big.
• Learn and grow: We’re all about learning—and we’re not just talking about the latest SaaS trends. You’ll grow your career, pick up new skills, and maybe even learn to love Excel (or at least tolerate it).
• Flexibility and balance: While we love collaborating in the office five days a week, we know everyone has their own rhythm. That’s why we offer flexibility around hours—so you can bring your best energy, whether you’re an early bird or a night owl. Pajamas optional (at least outside the office).