Customer Success Manager - Vertica
Rocket Software · United States
- Hybrid
- Full-time
- $120,000 / year
- United States
Job highlights
- Engage new Vertica customers to maximize value.
- Partner cross-functionally for customer success.
- Track success and optimize customer outcomes.
- Support customer renewals and expansion.
- Create differentiated customer experiences.
About the role
Customer Success Manager - Vertica
It's fun to work in a company where people truly BELIEVE in what they're doing!
Job Description Summary:
We are seeking an innovative and driven Customer Success Manager to engage our new Vertica product customers and maximize the value of their Rocket investments. In this CSM role working with database and analytic products, you will partner cross‑functionally to align customer goals with intelligent insights, track success using predictive signals, and proactively optimize outcomes. This role offers a strong opportunity to influence our Customer Success organization while supporting customer renewals, expansion, and a differentiated, customer‑first CSM experience.
Responsibilities:
- Work closely with your account team on your assigned accounts.
- Understand customer’s business environment, objectives, and how they use Rocket products.
- Build strong relationships within customer accounts and understand their definition of success.
- Conduct business reviews with accounts in partnership with the Account Executive.
- Collaborate with Renewals on risk mitigation and process improvements.
- Partner with Retention Marketing on campaigns and events to drive customer engagement.
- Identify successful customers to become advocates and case studies.
- Manage customer lifecycle journey points, including onboarding, feedback, advocacy, risk, and value campaigns.
- Utilize Gainsight and AI tools to track engagement, opportunities, and derive insights.
Qualifications:
- 5+ years in Customer Success Management with demonstrated success in developing strategic customer relationships and working with Fortune 500 accounts.
- Strong empathy for customers and a genuine belief that their success translates into Rocket’s success.
- Deep understanding of value drivers in recurring revenue business models.
- Creative, resourceful, detail-oriented, and highly organized.
- Analytical and metrics-driven work style.
- Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment.
- Highly collaborative team player with the ability to build successful relationships with various stakeholders.
- Ability to manage challenging conversations internally and externally.
- Absolute and complete alignment with and consistent practice of core values: Empathy, Humanity, Trust, and Love.
- Experience with Gainsight and Salesforce preferred.
- Familiarity with Vertica products and customers.
- Gainsight Experience.
- Relational database and analytics experience.
- Bachelor’s Degree.
Travel Requirements:
N/A
What Rocket Software can offer you in USA:
- Unlimited Vacation Time, paid holidays, and sick time.
- Health and Wellness coverage options for Rocketeers and dependents.
- Life and disability coverage.
- Fidelity 401(k) and Roth Retirement Savings with matching contributions.
- Monthly student debt benefit program.
- Tuition Reimbursement and Certificate Reimbursement Program opportunities.
- Leadership and skills training opportunities.
Equal Employment Opportunity:
EOE M/F/Vet/Disability. Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Reasonable Accommodation:
Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to people@rocketsoftware.com. We will make a determination on your request for reasonable accommodation on a case-by-case basis.
Background Checks:
As part of our commitment to a safe and trustworthy workplace, we include background and reference checks in our hiring process.
Massachusetts Law:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Company Culture:
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Key skills/competency:
- Customer Success Management
- Account Management
- Relationship Building
- Customer Onboarding
- Value Realization
- Risk Management
- Customer Advocacy
- Cross-functional Collaboration
- Gainsight
- Vertica
Skills & topics
- Customer Success Manager
- SaaS
- Customer Relationship Management
- Account Management
- Customer Retention
- Customer Onboarding
- Customer Advocacy
- Vertica
- Gainsight
- Salesforce
How to get hired
- Tailor your resume: Highlight your 5+ years in Customer Success, Fortune 500 experience, and Gainsight/Salesforce proficiency.
- Showcase empathy: Emphasize your understanding of customer value drivers and your belief in their success.
- Demonstrate collaboration: Provide examples of building strong stakeholder relationships and managing challenging conversations.
- Research Rocket Software: Understand their values (Empathy, Humanity, Trust, Love) and apply them in your application.
- Prepare for interviews: Be ready to discuss your experience with relational databases and analytics, and how you'd support Vertica customers.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the core values of Rocket Software for a Customer Success Manager?
- Rocket Software emphasizes core values of Empathy, Humanity, Trust, and Love in all interactions. As a Customer Success Manager for Vertica, demonstrating these values in your relationships with customers and colleagues will be crucial for success.
- What specific experience is required for the Customer Success Manager role at Rocket Software?
- The role requires 5+ years in Customer Success Management, with a strong track record of building strategic relationships, especially with Fortune 500 accounts. Experience with Gainsight, Salesforce, and familiarity with Vertica products, relational databases, and analytics are highly preferred.
- How does Rocket Software support employee growth and development for Customer Success Managers?
- Rocket Software offers leadership and skills training opportunities, tuition reimbursement, and certificate reimbursement programs. These initiatives are designed to support professional development and career advancement within the company.
- What is the expected travel for this Customer Success Manager position?
- The job description states that travel requirements for this role are N/A, indicating it is likely a remote or on-site position with no expected business travel.
- How does Rocket Software approach customer success with their Vertica product?
- Rocket Software focuses on maximizing customer value through proactive engagement, understanding customer business objectives, and tracking success using predictive signals. The Customer Success Manager will align customer goals with insights and optimize outcomes to support renewals and expansion.
- What are the benefits offered to a Customer Success Manager at Rocket Software in the USA?
- Rocket Software offers a comprehensive benefits package including unlimited vacation, health and wellness coverage, life and disability coverage, 401(k) with matching, student debt benefits, and tuition reimbursement.
- Is there a specific toolset mentioned for customer tracking in this Customer Success Manager role?
- Yes, the job description specifically mentions the use of Gainsight and AI options for tracking customer engagement, opportunities, and deriving insights. Experience with these tools is preferred.