Customer Success Manager - US Shift



Customer Service, Sales & Business Development
Chennai, Tamil Nadu, India
Posted on Friday, May 10, 2024

About Rocketlane

Rocketlane is an exciting and fast-growing SaaS startup with a mission to deliver chaos-free, consistent, accelerated, and delightful B2B client project delivery across industries.

With its current focus on aiding B2B SaaS companies to simplify and deliver an impressive customer onboarding journey, the Company is fast emerging as a leader in the customer onboarding category. Rocketlane prides itself in enabling teams to provide a delightful onboarding journey that holds customers accountable, shortens time-to-value, and helps begin expansion conversations earlier (increases NRR) right from the first touchpoint with customers.

The company was founded in April 2020 by second-time entrepreneur trio - Srikrishnan, Vignesh, and Deepak. Previously, the trio built a successful in-app messaging (FreshChat) startup that was acquired by Freshworks (NASDAQ: FRSH) in 2015.

The Company has been recognized as a Leader by G2 in the Category of Customer Onboarding consistently, since its product launch in 2021 and has garnered globally from the likes of Clari, Uniphore,, Chargebee, 15five, Mixmax, Afterpay, Pave, GoCardless, Flatfile, Mosaic, Jirav, etc. In 2022, the Company has also been recognized as a Gartner Cool Vendor.

Rocketlane is now building a global and diverse workplace to empower passionate problem-solvers to innovate, collaborate, do their best work, and see the next phase of hyper-growth together.

The Company has raised $21M in capital (we rapped about it!) from global VCs such as 8VC, Nexus Venture Partners, Matrix Partners India, and super angels like Gokul Rajaram, Girish Mathrubootham, and Clark Valberg, etc.

What will I be doing?

  • Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention

  • Drive resolution of issues escalated by customers and ensure high levels of customer satisfaction

  • Establish a trusted and strategic advisor relationship to help drive continued value through our platform and services

  • Maintain and develop customer success strategies and best practices, as well as customer support content

  • Communicate effectively with both internal and external leaders to understand customer needs, maximise retention and growth, and communicate learnings

  • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them

  • Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals

  • Facilitate interaction and workflow between cross-functional team members, including third-party service providers, to ensure deliverables are on time

  • Collaborate, problem solve, and/or strategize upcoming client meetings with team members

  • Prepare necessary documentation and/or visuals for client; analyse trends in CSAT/NPS scores to identify areas of improvement

  • Work with the sales and marketing team to drill customer references and develop case studies

  • Gather, analyse and own CS metrics (including NRR, churn etc.) for assigned accounts. Also, run periodical reviews with customers to drive faster and smoother customer adoption and engagement.

What skills and experience do I need?

  • 3-5 years of experience in communications, marketing, sales, account management, or customer success

  • Strong verbal and written communication, strategic planning, and project management skills

  • Analytical and process-oriented mindset

  • Comfortable working across multiple departments in a deadline-driven environment

  • Active team player, self-starter, and multitasker who can quickly adjust priorities

What’s in it for me?:

  • Great Opportunity: Rocketlane genuinely cares about everyone we hire. You’ll learn new things and grow no matter how experienced you are while working with founders with more than 3 decades of collective experience in building significant B2B SaaS startups.

  • Great Team: Work with a world-class, high-velocity team that truly embodies the values of empathy, curiosity and customer-centricity. Check out the MTT(Meet The Team) videos on our LinkedIn.

  • Great Culture: An open, fun and exciting start-up culture that empowers its people to champion big problems with the freedom to think and innovate.

  • Growth: You could easily and quickly transition into other sales roles you’d like

  • Impact: Be part of building a global, passionate team in a fast-paced, and growth-oriented environment with a work philosophy of being high on ambition, ownership and a bias for action.

  • Monetary rewards and benefits: Competitive salary, Flexible leave policy, comprehensive health insurance for you and your dependents and more!

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