Customer Engagment Manager

Rocketlane Customer Relationship Manager

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.

• Own and manage customer relationships from the point of sale through successful implementation.
• Ensure the right team is available for an implementation based on scope/region.
• Lead internal handover meetings from sales and flag risks, if any.
• Lead pre-kick off, kick off calls and weekly cadences with the customer in collaboration with IM.
• Drive alignment on scope/requirements and business goals/objectives.
• Prepare and present a project plan based on inputs from all stakeholders.
• Review solution / account set up and ensure it meets customer's business objectives.
• Ensure best practices are shared with customers.
• Hold customers accountable for their deliverables.
• Proactively identify and communicate risks along with mitigation plans.
• Organize Steer Co meetings.
• Be the first point of escalation for the customer.
• Ensure delivery of signed off scope within agreed timelines.
• Drive adoption and change management processes.
• Collaborate with cross functional teams as required.
• Drive compliance to Implementation methodology/process for projects executed.
• Track, report and analyse metrics.
• Share trends and learnings internally to drive process improvements and efficiencies.

• Strong project, risk and stakeholder management skills.
• Excellent written and verbal communication skills.
• Strong collaboration skills.
• Ability to listen and empathise with customers.
• Strong organisational and analytical skills along with attention to detail.
• 10+ years experience in customer-facing roles.

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.