About the role
Customer Success Manager (US) - Rocketlane Return to jobs list Customer Success Manager (US) Job type: Full Time · Department: Post Sales · Work type: On-Site Chennai, Tamil Nadu, India Job details Application form 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 ? Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention Drive resolution of issues escalated by customers and ensure high levels of customer satisfaction Establish a trusted and strategic advisor relationship to help drive continued value through our platform and services Maintain and develop customer success strategies and best practices, as well as customer support content Communicate effectively with both internal and external leaders to understand customer needs, maximise retention and growth, and communicate learnings Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals Facilitate interaction and workflow between cross-functional team members, including third-party service providers, to ensure deliverables are on time Collaborate, problem solve, and/or strategize upcoming client meetings with team members Prepare necessary documentation and/or visuals for client; analyse trends in CSAT/NPS scores to identify areas of improvement Work with the sales and marketing team to drill customer references and develop case studies Gather, 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 if 3-5 years of experience in communications, marketing, sales, account management, or customer success Strong verbal and written communication, strategic planning, and project management skills Analytical and process-oriented mindset Comfortable working across multiple departments in a deadline-driven environment Active team player, self-starter, and multitasker who can quickly adjust priorities.
