Customer Success Manager, Rocket.Chat

• We’re seeking a professional with a track record in Customer Success Account Management, implementing data-driven strategies, and building trusted, long-term client relationships that fuel sustainable revenue growth
• Proven experience in Customer Success and Account Management areas within a fast-paced B2B SaaS environment
• Experience with enterprise customers across highly regulated sectors (e.g., government, public sector, defense)
• Deep understanding of CS metrics and indicators (NPS, Health Score, Churn, SLA, LTV)
• Solid experience in customer retention and nurturing relationships with enterprise-level stakeholders
• Experience with customer training, QBRs, and product presentations
• Be passionate about technology demonstrated by your in-depth technical knowledge
• Being capable of handling in-depth technical discussions regarding software requirements, solution architecture, and deployment sizing & models
• English fluency
• Passion: Genuine enthusiasm for what you do and how it contributes to our company's mission
• Dream: Proactively seek out opportunities and challenges to achieve extraordinary results. If you're someone who takes initiative and is always striving to improve, you'll fit right in
• Own: Take ownership of your work, set high standards for yourself, and be accountable for outcomes demonstrating a strong sense of responsibility and commitment
• Trust: Recognizing the importance of trust and support and actively working towards a collaborative and inclusive workplace
• Share: Communicating openly and transparently, ensures clarity and honesty in interactions

Desirable

• 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
• You will be responsible for negotiations with enterprise, public sector and government customers to drive retention, renewals, and account growth
• Your focus will be on maximising customer value, expanding partnerships, and ensuring long-term success across diverse markets
• In this role, you will partner closely with customers to help them achieve their defined success outcomes through our open-source communications platform
• By leveraging success plans, product expertise, and a deep understanding of each customer’s business, you will provide confident, strategic leadership to your accounts and serve as a trusted advisor
• You will combine the value-driven focus of a Customer Success Manager with the revenue-driven responsibilities of an Account Manager—ensuring adoption, retention, and growth across your accounts
• Own the end-to-end customer lifecycle, with a strong focus on retention, renewals, onboarding, and account growth
• Lead negotiations with customers to secure retention, drive upsells, and expand account value
• Act as a trusted advisor to your customer portfolio, ensuring satisfaction, engagement, and long-term success
• Guide customers through the onboarding journey—including handoff, kickoff, and training—ensuring a seamless experience
• Configure the product to align with each customer’s needs, goals, and expectations
• Identify and analyze customer pain points, developing tailored action plans to resolve challenges effectively
• 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 maximize 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 within customer organizations
• Serve as the customer’s primary point of contact, facilitating discussions, coordinating improvements, and ensuring their voice is represented internally
• Maintain consistent, proactive communication to foster trusted, long-term relationships