Senior Customer Success Manager

United States
Full time
R2026-6758
It's fun to work in a company where people truly BELIEVE in what they're doing!
Summary:
Senior Customer Success Manager, Enterprise Growth
The Senior Customer Success Manager (CSM) is a strategic leader within the Customer Success organization who exemplifies Rocket Software's core values in every customer and employee interaction. The Senior CSM serves as a trusted advisor to customers, driving product adoption, business value realization, retention, expansion, and long-term growth across a portfolio of strategic enterprise accounts.
This role requires a proactive, customer-centric professional who can build strong relationships with stakeholders at all levels, including executive leadership, while collaborating across Sales, Services, Support, Product Management, Engineering, and Marketing. The Senior CSM acts as the voice of the customer within Rocket Software and serves as a mentor to teammates, helping elevate customer success best practices across the organization.
The ideal candidate possesses a strong track record of managing enterprise customer relationships, driving measurable business outcomes, identifying growth opportunities, and supporting customer retention and expansion strategies.
Essential Duties & Responsibilities
• Manage a portfolio of strategic enterprise customers, serving as their primary advocate and trusted advisor throughout the customer lifecycle.

• Develop and execute customer success plans focused on adoption, value realization, retention, and growth.

• Build and maintain strong relationships with customer executives, sponsors, decision-makers, and other key stakeholders.

• Engage customers through regular business reviews, success planning sessions, onsite visits, executive meetings, and other value-focused interactions.

• Monitor customer health, adoption trends, risks, opportunities, and activities in Gainsight and other internal tools, keeping records accurate and current.

• Proactively identify and mitigate risks, and lead customer escalations through resolution to improve outcomes and satisfaction.

• Partner with Sales, Professional Services, Support, Product Management, Engineering, and Marketing to address customer needs and resolve issues promptly.

• Share customer priorities, challenges, requirements, and feedback with internal teams to inform product strategy, service improvements, and the overall customer experience.

• Analyze product usage, business objectives, and desired outcomes to recommend strategies that increase adoption and maximize value.

• Partner with account teams to support renewals and identify expansion, cross-sell, and upsell opportunities that align with customer objectives.

• Share best practices, mentor peers, and contribute to continuous improvement across the Customer Success organization.

Experience & Qualifications
• 6+ years of experience in Customer Success, Account Management, Customer Experience, Professional Services, Technical Account Management, or a related customer-facing role.

• Proven ability to manage complex customer relationships and strategic enterprise accounts.

• Experience leading executive-level business discussions and customer engagements.

• Demonstrated success in driving customer adoption, retention, expansion, and measurable business outcomes.

• Strong communication, presentation, relationship-building, and problem-solving skills.

• Experience working across Sales, Marketing, Support, Product Management, Engineering, and Services.

• Ability to manage competing priorities and respond effectively to customer needs.

• Strong analytical skills, with the ability to interpret customer data and develop actionable recommendations.

• Experience using customer success platforms such as Gainsight or similar tools.

• Strong organizational and project management skills, including the ability to influence without direct authority and build accountability across stakeholders.

Preferred Qualifications
• Experience supporting enterprise software customers.

• Experience managing large, strategic enterprise accounts with multiple stakeholders and business units.

• Demonstrated success driving customer growth, expansion, retention, and business outcomes.

• Experience partnering with Sales teams to identify and support expansion opportunities.

• Prior experience with Rocket Software solutions.

• Gainsight experience.

• Experience managing customer renewal and retention activities.

• Additional language proficiency is a plus.

• Experience mentoring, coaching, or developing team members.

• Experience conducting executive business reviews and success planning sessions

• Strong understanding of customer success methodologies, account planning, and value realization frameworks.

Success Measures
Success in this role will be measured by the ability to:
• Build strong customer relationships and sustain executive engagement.

• Increase product adoption, utilization, and realized business value.

• Support strong retention and renewal results across assigned accounts.

• Identify and advance customer expansion opportunities.

• Proactively reduce risk and improve customer he.