Senior Customer Success Manager - Mobius

• →Manage a portfolio of strategic 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 expansion opportunities.
• →Build and maintain strong relationships with customer executives, sponsors, and key stakeholders.
• →Drive customer engagement through regular business reviews, success planning sessions, onsite visits, executive meetings, and other value-based interactions.
• →Monitor customer health, risks, and opportunities using Gainsight and other internal tools.
• →Lead proactive risk identification and mitigation efforts to improve customer outcomes and retention.
• →Partner closely with Sales, Professional Services, Support, Product Management, Engineering, and Marketing to address customer needs and ensure timely resolution of issues.
• →Own customer escalations through resolution and maintain accountability for customer satisfaction.
• →Advocate for customer requirements and feedback, providing insights that influence product strategy and service improvements.
• →Maintain accurate customer engagement records, success plans, risks, opportunities, and activities within Gainsight.
• →Identify opportunities to increase product adoption and support customer growth initiatives.
• →Analyze customer usage, business objectives, and outcomes to recommend strategies that maximize value.
• →Support renewal activities by partnering with account teams to promote customer satisfaction and long-term success.
• →Share best practices and mentor peers on Customer Success processes, customer engagement strategies, and Rocket solutions.
• →Contribute to continuous improvement initiatives across the Customer Success organization.

• Bachelor's degree or equivalent experience preferred.
• 6+ years of experience in Customer Success, Account Management, Customer Experience, Professional Services, Technical Account Management, or related customer-facing roles.
• Proven ability to manage complex customer relationships and strategic accounts.
• Experience leading executive-level business discussions and customer engagements.
• Demonstrated success driving customer adoption, retention, and business outcomes.
• Strong communication, presentation, relationship-building, and problem-solving skills.
• Experience working cross-functionally with Sales, Marketing, Support, Product Management, Engineering, and Services organizations.
• Ability to prioritize multiple initiatives and manage competing customer needs.
• Strong analytical skills with the ability to interpret customer data and identify actionable recommendations.
• Experience using customer success platforms such as Gainsight or similar tools.

• Experience supporting enterprise software customers.
• Prior experience with Rocket Software solutions.
• Mobius product knowledge and customer engagement experience strongly preferred.
• Gainsight experience.
• Experience managing customer renewal and retention activities.
• Additional language proficiency is a plus.
• Experience mentoring or coaching team members.

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EOE M/F/Vet/Disability.  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.

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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!