Customer Success Manager

About RocketlaneRocketlane 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 ?  Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retentionDrive resolution of issues escalated by customers and ensure high levels of customer satisfactionEstablish a trusted and strategic advisor relationship to help drive continued value through our platform and servicesMaintain and develop customer success strategies and best practices, as well as customer support contentCommunicate effectively with both internal and external leaders to understand customer needs, maximise retention and growth, and communicate learningsServe as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting themReview the customer journey, identifying how it's supported, taking a consultative approach in helping clients overcome issues and achieve goalsFacilitate interaction and workflow between cross-functional team members, including third-party service providers, to ensure deliverables are on timeCollaborate, problem solve, and/or strategize upcoming client meetings with team membersPrepare necessary documentation and/or visuals for client; analyse trends in CSAT/NPS scores to identify areas of improvementWork with the sales and marketing team to drill customer references and develop case studiesGather, analyse and own CS metrics (including NRR, churn etc.) for assigned accounts. Also, run periodical reviews with customers to drive faster and smoother customer adoption and engagement. You should apply if3-5 years of experience in communications, marketing, sales, account management, or customer successStrong verbal and written communication, strategic planning, and project management skillsAnalytical and process-oriented mindsetComfortable working across multiple departments in a deadline-driven environmentActive team player, self-starter, and multitasker who can quickly adjust priorities.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).