Senior Customer Success Manager

About Rocket Alumni Solutions:
At Rocket Alumni Solutions, we are revolutionizing how schools and organizations honor their history, achievements, and alumni through interactive digital recognition platforms. Our team is passionate about creating innovative products that foster community engagement, and we’re looking for a driven and organized Customer Success Manager to help us grow our customer base and ensure ongoing success for our partners.

Role Overview:
As a Customer Success Manager, you will manage your own book of business and work directly with our clients to ensure they are set up for success, fully utilizing our platform, and seeing the value in our products. You will act as a trusted advisor to clients, helping them maximize their use of our software, offering ongoing training and support, and ensuring their sites feature high-quality, up-to-date content. You will also play a crucial role in maintaining zero churn by being proactive, gathering referrals, and driving engagement through strong relationships.

Key Responsibilities:

• Work US Pacific Time Hours (9am PST - 5pm PST)

• Manage 100-200 client organizations, acting as their primary point of contact.

• Ensure clients are fully onboarded and trained on our digital hall of fame and recognition software.

• Regularly monitor client sites to ensure content is updated and aligned with Rocket’s world class quality standards.

• Provide technical support and troubleshooting assistance as needed.

• Provide rapid Live Chat response support with average reply times under 15 seconds.

• Proactively engage clients to anticipate needs, gather referrals, and prevent churn.

• Work with clients to ensure timely payments and manage invoicing.

• Maintain regular communication with customers to drive product adoption and satisfaction.

• Identify upsell opportunities and assist with renewals and contract negotiations.

• Collaborate with the broader team to continuously improve processes and customer experience.

Requirements:

• Proven experience in a customer-facing role, ideally in a SaaS or tech-driven environment.

• Strong organizational skills and ability to manage multiple projects simultaneously.

• Self-starter mindset with the ability to work both independently and as part of a startup team.

• Tech-savvy and comfortable with digital platforms; able to troubleshoot and guide clients on software usage.

• Excellent communication skills (verbal and written), with the ability to engage and build strong relationships.

• Interest in athletics is a plus, as many of our clients are in the sports and education sectors.

• Passionate about customer success and a proactive approach to problem-solving.

• Ability to thrive in a fast-paced, dynamic environment with a strong entrepreneurial spirit.

• Desire to handle hundreds of tasks each day (emails, live chats, phone calls, texts, facetimes, etc).