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Job Description Summary:

We are seeking an innovative and driven Customer Success Manager to engage our new Vertica product customers and maximize the value of their Rocket investments. In this CSM role working with database and analytic products, you will partner cross‑functionally to align customer goals with intelligent insights, track success using predictive signals, and proactively optimize outcomes. This role offers a strong opportunity to influence our Customer Success organization while supporting customer renewals, expansion, and a differentiated, customer‑first CSM experience.

Responsibilities:

• Work closely with your account team on your assigned accounts

• Get to know your customers. This includes but is not limited to the following:

• Understand your customer’s business environment and objectives

• Document how they use their Rocket products

• Understand what success means to your customers

• Build strong relationship within your customer accounts

• Work hand in hand with your Account Executive to hold business reviews with your accounts

• Work closely with Renewals on risk mitigation and process improvements

• Partner with Retention Marketing on campaigns and events to drive engagement with your accounts

• Work closely with Retention Marketing to identify successful customers and turn them into advocates and case studies

• Manage the customer lifecycle journey points, including customer onboarding, feedback loops, advocacy, risk management and value campaigns

• Use Gainsight and AI options to track engagement, opportunities and derive insights

Qualifications:

• 5+ years in Customer Success Management with demonstrated success in developing strategic customer relationships and working with Fortune 500 accounts

• Strong empathy for customers and a genuine belief that their success translates into Rocket’s success

• Deep understanding of value drivers in recurring revenue business models

• Creative, resourceful, detail-oriented, and highly organized

• An analytical and metrics-driven work style

• Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment

• Highly collaborative team player with the ability to build successful relationships with various stakeholders

• Ability to manage challenging conversations internally and externally

• Absolute and complete alignment with and consistent practice of our core values of Empathy, Humanity, Trust and Love to both our customers and other Rocketeers

• Experience with Gainsight and Salesforce preferred

• Familiarity with Vertica products and customers

• Gainsight Experience

• Relational database and analytics experience

• Bachelor’s Degree

Travel Requirements: N/A

#LI-Remote

#LI-MM1

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What Rocket Software can offer you in USA:

Unlimited Vacation Time as well as paid holidays and sick time

Health and Wellness coverage options for Rocketeers and dependents

Life and disability coverage

Fidelity 401(k) and Roth Retirement Savings with matching contributions

Monthly student debt benefit program

Tuition Reimbursement and Certificate Reimbursement Program opportunities

Leadership and skills training opportunities

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.

Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to people@rocketsoftware.com. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

As part of our commitment to a safe and trustworthy workplace, we include background and reference checks in our hiring process.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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

Companies around the world trust Rocket to solve their most complex business challenges by powering their critical infrastructure, business processes, and data. We help extend the value of these assets, enabling our customers to embrace the potential of cloud and mobile computing, advanced analytics, and the innovations of tomorrow. From the clothes we wear to the cars we drive, Rocket solutions power the back-end systems that thousands of brands rely on every day.

At Rocket, software is about more than just code—it’s about people. We are passionate problem-solvers, working to make a difference for others. Our foundation is built on empathy, humanity, trust, and love, and we strive to embody these core values in everything we do. Whether we’re serving our customers, partners, or fellow Rocketeers, we are committed to treating everyone with the respect and care they deserve.

Founded in 1990, Rocket Software is headquartered in Waltham, Massachusetts, and has 20 offices worldwide, bringing people and technology together to build a better future.