Sr Customer Success Manager

Job Description

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.

Location and In-Office Hybrid: This position requires to candidates to live in close proximity to one of the following metros - Lehi, UT, San Francisco, CA, or New York, NY. This is a hyrbid 3 days in office position with offices in all of the shared locations.

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 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).

• Best-in-Class Benefits:

• Comprehensive medical, dental, and vision coverage for full-time employees and their dependents.

• Industry-first HSA benefits.

• Flexible Time Off

• Generous 401(k) match to support your financial future.