Rocket.Chat
Join to apply for the
Customer Success Manager [US]
role at
Rocket.Chat .
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.
Responsibilities
Negotiate with enterprise, public sector and government customers to drive retention, renewals, and account growth.
Maximise customer value, expand partnerships, and ensure long‑term success across diverse markets.
Partner closely with customers to help them achieve defined success outcomes through our open‑source communications platform.
Leverage success plans, product expertise, and a deep understanding of each customer’s business to provide confident, strategic leadership.
Own the end‑to‑end customer lifecycle, focusing on adoption, retention, renewals, onboarding, and account growth.
Lead negotiations to secure retention, drive upsells, and expand account value.
Serve as a trusted advisor, ensuring satisfaction, engagement, and long‑term success.
Guide customers through the onboarding journey, including handoff, kickoff, and training.
Configure the product to align with each customer’s needs, goals, and expectations.
Identify and analyse customer pain points, developing tailored action plans to resolve challenges.
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 maximise 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.
Serve as the customer’s primary point of contact, facilitating discussions, coordinating improvements, and ensuring their voice is represented internally.
Qualifications
U.S. citizenship is required due to strict contract requirements.
Proven experience in Customer Success and Account Management within a fast‑paced B2B SaaS environment.
Experience with enterprise customers across highly regulated sectors (government, public sector, defense).
Deep understanding of CS metrics and indicators (NPS, Health Score, Churn, SLA, LTV).
Strong customer retention experience and nurturing relationships with enterprise‑level stakeholders.
Experience with customer training, QBRs, and product presentations.
Passionate about technology with in‑depth technical knowledge.
Capable of handling in‑depth technical discussions regarding software requirements, solution architecture, and deployment sizing & models.
English fluency.
Desirable: previous experience with on‑prem or high‑touch products.
Desirable: previous experience with open‑source.
Soft Skills
Genuine enthusiasm for the role and company mission.
Proactive initiative, seeking opportunities and challenges to achieve results.
Ownership, high standards, and accountability for outcomes.
Trust and support, working toward a collaborative and inclusive workplace.
Open and transparent communication, ensuring clarity and honesty.
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
When applying, note that all applications are accepted exclusively via our Careers site. Submissions through other channels will not be considered.
#J-18808-Ljbffr
Customer Success Manager [US]
role at
Rocket.Chat .
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.
Responsibilities
Negotiate with enterprise, public sector and government customers to drive retention, renewals, and account growth.
Maximise customer value, expand partnerships, and ensure long‑term success across diverse markets.
Partner closely with customers to help them achieve defined success outcomes through our open‑source communications platform.
Leverage success plans, product expertise, and a deep understanding of each customer’s business to provide confident, strategic leadership.
Own the end‑to‑end customer lifecycle, focusing on adoption, retention, renewals, onboarding, and account growth.
Lead negotiations to secure retention, drive upsells, and expand account value.
Serve as a trusted advisor, ensuring satisfaction, engagement, and long‑term success.
Guide customers through the onboarding journey, including handoff, kickoff, and training.
Configure the product to align with each customer’s needs, goals, and expectations.
Identify and analyse customer pain points, developing tailored action plans to resolve challenges.
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 maximise 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.
Serve as the customer’s primary point of contact, facilitating discussions, coordinating improvements, and ensuring their voice is represented internally.
Qualifications
U.S. citizenship is required due to strict contract requirements.
Proven experience in Customer Success and Account Management within a fast‑paced B2B SaaS environment.
Experience with enterprise customers across highly regulated sectors (government, public sector, defense).
Deep understanding of CS metrics and indicators (NPS, Health Score, Churn, SLA, LTV).
Strong customer retention experience and nurturing relationships with enterprise‑level stakeholders.
Experience with customer training, QBRs, and product presentations.
Passionate about technology with in‑depth technical knowledge.
Capable of handling in‑depth technical discussions regarding software requirements, solution architecture, and deployment sizing & models.
English fluency.
Desirable: previous experience with on‑prem or high‑touch products.
Desirable: previous experience with open‑source.
Soft Skills
Genuine enthusiasm for the role and company mission.
Proactive initiative, seeking opportunities and challenges to achieve results.
Ownership, high standards, and accountability for outcomes.
Trust and support, working toward a collaborative and inclusive workplace.
Open and transparent communication, ensuring clarity and honesty.
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
When applying, note that all applications are accepted exclusively via our Careers site. Submissions through other channels will not be considered.
#J-18808-Ljbffr