Senior Customer Success Manager

TL;DR

Senior Customer Success Manager: Ownership of customer interactions and long-term success with an accent on cross-functional coordination, executive-level partnership building, and continual improvement. Focus on managing a book of business, driving resolutions through Gainsight, and mentoring junior representatives.

Location: Newbury, United Kingdom

Company

hirify.global provides enterprise software solutions and customer success support for its customers.

What you will do

• Own and manage a book of business, ensuring customer needs are addressed end-to-end.
• Use the Gainsight platform to manage and respond to customer inputs and drive resolution.
• Coordinate with cross-functional teams (Sales, Marketing, Support) to deliver customer outcomes and positive experiences.
• Act as a bridge between customers and internal teams to provide transparency and continual improvement.
• Mentor junior customer success representatives and support Rocket processes and general questions.
• Recommend customer engagement and business process improvements when needed.

Requirements

• 6 years of related customer support or customer engagement experience.
• Advanced knowledge of Rocket’s products and services.
• Strong understanding of customer base and Rocket processes.
• Experience leading initiatives with cross-functional teams (Sales, Marketing, Support).
• Strong executive presence and ability to build partnerships with customers.

Nice to have

• Database and analytics experience.
• Gainsight experience.

Culture & Benefits

• Inclusive workplace focused on diversity, inclusion, and equity.
• Mentorship culture with support for junior representatives.
• Background and reference checks included in the hiring process.
• Reasonable accommodations available during the employment process.

Hiring process

• Interviews and evaluation of customer success experience and cross-functional collaboration.
• Background and reference checks as part of the hiring process.