Job Title: Customer Success Manager

Level: Senior

Working Hours: Full Time

Contract: Employee

Location: Remote (United States)

Your Team 👥

You will report to our Head of Global Customer Success and join the Sales team. On TheOrg you can view the complete structure of our organisation, including information about every team member, hiring managers and the size of each department.

Who We Are Looking For ✏️

You will be responsible for negotiations with enterprise, public sector and government customers to drive retention, renewals, and account growth. Your focus will be on maximising customer value, expanding partnerships, and ensuring long-term success across diverse markets. We’re seeking a professional with a track record in Customer Success Account Management, implementing data-driven strategies, and building trusted, long-term client relationships that fuel sustainable revenue growth. In this role, you will partner closely with customers to help them achieve their defined success outcomes through our open-source communications platform. By leveraging success plans, product expertise, and a deep understanding of each customer’s business, you will provide confident, strategic leadership to your accounts and serve as a trusted advisor.

Mandatory Hard Skills 🎯

Proven experience in Customer Success and Account Management areas within a fast-paced B2B SaaS environment;
Experience with enterprise customers across highly regulated sectors (e.g., government, public sector, defense);
Deep understanding of CS metrics and indicators (NPS, Health Score, Churn, SLA, LTV);
Solid experience in customer retention and nurturing relationships with enterprise-level stakeholders;
Experience with customer training, QBRs, and product presentations;
Be passionate about technology demonstrated by your in-depth technical knowledge;
Being capable of handling in-depth technical discussions regarding software requirements, solution architecture, and deployment sizing & models;
English fluency.

Desirable Hard Skills 💕

Previous experience with on-prem or high-touch products is a plus;
Previous experience with open-source is a plus.

Soft Skills ✨

Passion: Genuine enthusiasm for what you do and how it contributes to our company's mission;
Dream: Proactively seek out opportunities and challenges to achieve extraordinary results. If you're someone who takes initiative and is always striving to improve, you'll fit right in;
Own: Take ownership of your work, set high standards for yourself, and be accountable for outcomes demonstrating a strong sense of responsibility and commitment;
Trust: Recognizing the importance of trust and support and actively working towards a collaborative and inclusive workplace;
Share: Communicating openly and transparently, ensures clarity and honesty in interactions.

What You'll Do 🖥️

You will combine the value-driven focus of a Customer Success Manager with the revenue-driven responsibilities of an Account Manager—ensuring adoption, retention, and growth across your accounts;
Own the end-to-end customer lifecycle, with a strong focus on retention, renewals, onboarding, and account growth;
Lead negotiations with customers to secure retention, drive upsells, and expand account value;
Act as a trusted advisor to your customer portfolio, ensuring satisfaction, engagement, and long-term success;
Guide customers through the onboarding journey—including handoff, kickoff, and training—ensuring a seamless experience;
Configure the product to align with each customer’s needs, goals, and expectations;
Identify and analyze customer pain points, developing tailored action plans to resolve challenges effectively;
Monitor key health indicators such as NPS, churn, and engagement metrics, using insights to proactively mitigate risks;
Deliver remote training sessions to empower customers and maximize adoption;
Define, track, and drive the achievement of Success Milestones in collaboration with customers;
Build strategic account depth by uncovering additional requirements, identifying new stakeholders, and expanding partnerships within customer organizations;
Serve as the customer’s primary point of contact, facilitating discussions, coordinating improvements, and ensuring their voice is represented internally;
Maintain consistent, proactive communication to foster trusted, long-term relationships.

Benefits ✨

Fully Remote & Flexible Working Hours
Flexible Paid Time Off, Holidays and Vacation
Company Laptop
Remote Benefit
iTalki, Courses and Books
Stock Options
Multicultural Environment
Vibrant Company Culture

Check out our handbook to dive into each of our awesome benefits! At Rocket.Chat, we have tailored base pay ranges according to work locations. This approach ensures that we can competitively and consistently compensate our employees across different geographic markets.

While we define an initial seniority level and budget for each role, this can be adjusted during the hiring process. The selection process itself — including interviews and assessments — helps us better understand where the candidate fits within our career framework and which grade they should be positioned in.
To ensure fairness and consistency, all applications are accepted exclusively via our Careers site. Submissions through other channels will not be taken into consideration.

About Rocket.Chat 🚀

‍Rocket.Chat is the world's largest open-source communications platform. Built for organizations needing more control over their communications, Rocket.Chat Secure CommsOS™ is a communication platform that unifies messaging, voice, video, AI, and mission-critical applications—ensuring uncompromising security, compliance, and operational efficiency for governments, defense, and critical infrastructure organizations operating in highly-regulated environments.

Tens of millions of users in over 150 countries and organizations such as Deutsche Bahn, the U.S. Navy and Credit Suisse trust Rocket.Chat every day to keep their communications completely private and secure. As Rocket.Chat we believe in reconnecting the world, one conversation at a time!

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Customer Success Manager [US]