Director of Customer Success

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.

What You'll Do

* 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

You Should Apply If You Have

* 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

Why Join Rocketlane?

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).