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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.

Within 6 months of product launch, the Company was recognized as a Leader by G2 in the Category of Customer Onboarding due to the rapid early traction and customer love it has garnered globally from the likes of Clari, Carta, Chargebee, 15five, Zoom, Mixmax, Afterpay, GoCardless, LinkSquares, Flatfile, ContractPodAI, parcelLab, Mosaic, Tevera, 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’s the opportunity?

The Senior CSM will report directly to Srikrishnan Ganesan, CEO and Co-founder. This individual will have a demonstrated track record of success working for high-performance and high-growth, early-stage organizations in the CS function. It is critical that this individual can take a consultative, experimental, and iterative approach to help customers work towards their goals and derive maximum value from the product. The role requires the individual to strategically plan and execute multiple initiatives for SMB customers as well as globally trusted brands in the mid-market segment to drive product adoption, generate a steady pipeline of renewals and identify expansion opportunities.

The CSM will be someone who can prove to be a strategic business thinker who can lay the foundation for the CS function, create the CS toolkit and rapidly scale to new levels of success. This individual will have a strong appreciation for an outcome-oriented approach, deeply understand customer needs & behavior, own and manage the strategies and execution around customer success and build a culture of accountability and action bias in the team.

The Senior CSM will have an insightful understanding of the US & worldwide SaaS market with a strong penchant for making data-driven decisions. This person will be hands-on as needed and proactively assume responsibilities and ownership, including the ability to project manage multiple tasks or experiments and provide relevant reporting.

What will I be doing?

With a product that has accomplished a strong, early product-market fit, we’re looking to hire an exceptional, driven, and innovative individual with a hands-on approach.

The CSM will play a key role in ensuring customers derive maximum value from the product to help Rocketlane emerge as the default choice in its product category.

In this high-impact role, you'll get to:

• Craft and execute on cohesive CS playbooks for key stages across the customer lifecycle such as upcoming renewals, QBRs/EBRs, customers with low health scores, churn/downgrade risk accounts, etc.

• Plan strategically and execute on new initiatives/campaigns, to identify gaps in product usage/adoption across SMB and mid-market customer segments and course-correct as conditions warrant

• Monitor and closely track product adoption, usage, and overall customer health and deliver findings to the leadership team

• Maintain and monitor key metrics across customer segments including NRR, renewals, churn rates, NPS, etc.

• Proactively assess customer goals and needs, and have a consultative approach to facilitate their success with the product

• Be highly creative in devising campaigns that inform and educate and engage customers on the latest product features

• Have an experimental and iterative approach to generate a continual and qualified pipeline of renewals

• Proactively identify and assess expansion opportunities

What skills and experience do I need?

• 5-8 years of overall experience with at least 4 years experience in a CS role, preferably in early-stage startup(s)

• Ability to apply a good mix of strategic and analytical thinking, business acumen, operational discipline, and strong communication and collaboration skills

• A proactive go-getter capable of getting hands dirty and going from idea to execution and pushing the organization to change

• Experience in having a data-driven approach, optimizing for the right parameters on the go, and having strong execution capabilities

• Proven track record in managing multiple stakeholders, identifying key customers, and cross-org collaboration

• Strong knowledge of relevant CS tools/technologies shall be a plus

• An open mindset to build and execute with geographically distributed teams from the ground up that consistently deliver outstanding results

Who Am I?

The Senior CSM will be an extremely smart and dynamic individual with outstanding communication skills and a balanced ego. They will be someone who practices first-principles thinking and has a true passion for their craft and can lead by example.

This person will be team-oriented, always focused on what’s right for the business, not just the individual or function. They will possess the ability to build a team from the ground up, have deep relationships and earn the respect of team members and other teams.

A strong, decisive, and action-oriented working style will be necessary, as this individual will make, communicate, and take accountability for timely decisions. The candidate must thrive in fast-paced, constantly changing environments and be able to get to the heart of issues rapidly and act decisively. This individual will be a strategic thinker who possesses exceptional interpersonal skills to share the key financial drivers with the entire organization. Above all, given that Rocketlane is an early-stage startup, this person must have a “roll up your sleeves and get your hands dirty” attitude, doing whatever it takes to get the job done while building sustainable practices and processes.

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; you will be working with founders who have more than three 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 startup 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 might like.

• Impact: You get to be part of a global, passionate team in a fast-paced and growth-oriented environment. The team has a work philosophy of being high on ambition, ownership, and a bias for action.

• Monetary rewards and benefits: Competitive stipend, flexible leave policy, and more!