Customer Success Manager

Overview

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 200+ 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.

Role Overview

As a Leader – Customer Success, you will own the vision, strategy, and execution of Rocketlane’s customer success function. You will lead and scale a high-performing Customer Success team while driving customer outcomes, long-term retention, and revenue expansion. This is a hands-on leadership role—balancing strategic thinking with active customer engagement—ideal for someone who enjoys building teams, refining processes, and partnering cross-functionally to deliver exceptional customer experiences.

You must be located close to Lehi, UT, San Francisco, CA or New York, NY. This position requires 3 days in office per week.

• Own the overall Customer Success strategy, ensuring alignment with Rocketlane’s business goals and customer outcomes
• Think creatively, combine the latest in AI technology with sound customer principles, drive massive innovation
• Lead, mentor, and scale a team of Customer Success Managers, fostering a strong customer-first culture
• Build and strengthen executive-level relationships with customers, acting as a strategic advisor and escalation point
• Drive excellence across, success plans, product as an integral component of customer workflows, renewals / retention, and expansion
• Establish and evolve customer success frameworks, playbooks, and best practices to support scale
• Own and track key CS metrics including NRR, churn, expansion, adoption, CSAT, and NPS
• Partner closely with Sales, Product, Marketing, and Support to ensure seamless customer journeys and clear accountability
• Lead QBRs and strategic reviews with key customers to demonstrate value and unlock growth opportunities
• Translate customer feedback and insights into product improvements and GTM strategies
• Work with Sales and Marketing to build customer advocacy programs, references, and case studies
• Drive resolution of critical escalations while maintaining high customer satisfaction and trust
• Continuously review and improve internal processes to increase efficiency and predictability

• 7–10+ years of experience in some combination of Customer Success, Account Management, Professional Services or Client Services, preferably in B2B SaaS
• Proven experience leading and scaling CS or PS teams
• Strong executive presence with the ability to influence senior customer and internal stakeholders
• Have used AI to drive radical efficiencies or to unlock new opportunities
• A data-driven, strategic mindset with experience owning retention and expansion outcomes
• Comfort operating in fast-paced, high-growth environments with evolving priorities
• Excellent communication, coaching, and stakeholder management skills

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 a ton about AI.
• 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).