Senior Customer Success Manager

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
  

Why join us?

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