At a Glance
- Tasks: Manage customer relationships and ensure their long-term success with our products.
- Company: Join a vibrant team at Rocket Software, where passion meets purpose.
- Benefits: Enjoy a supportive work environment with opportunities for growth and inclusivity.
- Other info: Be part of a diverse team committed to innovation and excellence.
- Why this job: Make a real impact by helping customers thrive and mentoring future leaders.
- Qualifications: 6 years in customer support and a strong understanding of our products.
The predicted salary is between 60000 - 80000 £ per year.
It's fun to work in a company where people truly BELIEVE in what they're doing!
The Senior Customer Success Manager is a seasoned team member within Customer Success and embodies Rocket’s core values in everyday work. The Senior CSM takes ownership of customer interactions and goes above and beyond to ensure resolution and long‑term success for clients. They foster internal cross‑functional relationships to support customer needs, bridge gaps between customers and internal teams, provide transparency and continuous improvement, and mentor the team on Rocket processes and general questions.
Essential Duties & Responsibilities
- Takes ownership of managing their book of business and customer needs
- Strong understanding of Rocket’s products, customer base and processes
- Work within the Gainsight platform to ensure all customer inputs are addressed
- Coordinate with cross‑functional teams within Rocket to provide for customer’s needs and foster positive experiences
- Acts as a mentor for junior level representatives
- Strong executive presence and desire to build partnerships with customers
- May recommend customer engagement business process improvements.
Experience & Qualifications
- 6 years of related customer support or customer engagement experience
- Bachelor’s degree preferred
- Advanced knowledge of Rocket’s products and services
- Experience leading initiatives with cross‑functional teams (Sales, Marketing, Support)
Preferred Qualifications
- Database and analytics experience
- Gainsight experience
Information Security
Information security is everyone’s responsibility. A fundamental principle at Rocket Software is that all individuals have a responsibility for the security and protection of company information and IT resources over which they have control, according to their role.
Diversity, Inclusion & Equity
At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity, and equity in our workforce. Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
As part of our commitment to a safe and trustworthy workplace, we include background and reference checks in our hiring process. Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If a special assistance or accommodation is needed while seeking employment, please call 781‑577‑4321 or email. We will make a determination on your request for reasonable accommodation on a case‑by‑case basis.
If you like wild growth and working with happy, enthusiastic over‑achievers, you’ll enjoy your career with us!
Senior Customer Success Manager in Newbury employer: Rocket Software
At Rocket Software, we pride ourselves on fostering a vibrant and inclusive work culture where every employee is empowered to thrive. As a Senior Customer Success Manager, you will not only take ownership of customer relationships but also have the opportunity to mentor junior team members and collaborate with cross-functional teams, ensuring both personal and professional growth. With a commitment to diversity, equity, and continuous improvement, Rocket offers a dynamic environment that values your contributions and encourages innovative thinking.
