Director of Customer Success

**About Rocketlane** Rocketlane is a fast\-growing, innovative SaaS company making waves in customer onboarding and professional services automation. Our mission? To empower B2B companies with a smooth, consistent, and efficient way to onboard customers and manage client projects—reducing chaos and boosting customer satisfaction across industries. We’re a close\-knit team of over 200\+ passionate professionals, all focused on building a product that teams love to use. Our journey has been fueled by $45M in funding from top investors, including 8VC, Matrix Partners, and Nexus Venture Partners. **Role Overview** As a Leader – Customer Success, you will own the vision, strategy, and execution of Rocketlane’s customer success function. You will lead and scale a high\-performing Customer Success team while driving customer outcomes, long\-term retention, and revenue expansion. This is a hands\-on leadership role—balancing strategic thinking with active customer engagement—ideal for someone who enjoys building teams, refining processes, and partnering cross\-functionally to deliver exceptional customer experiences. **What You’ll Do** * Own the overall Customer Success strategy, ensuring alignment with Rocketlane’s business goals and customer outcomes * Think creatively, combine the latest in AI technology with sound customer principles, drive massive innovation * Lead, mentor, and scale a team of Customer Success Managers, fostering a strong customer\-first culture * Build and strengthen executive\-level relationships with customers, acting as a strategic advisor and escalation point * Drive excellence across, success plans, product as an integral component of customer workflows, renewals / retention, and expansion * Establish and evolve customer success frameworks, playbooks, and best practices to support scale * Own and track key CS metrics including NRR, churn, expansion, adoption, CSAT, and NPS * Partner closely with Sales, Product, Marketing, and Support to ensure seamless customer journeys and clear accountability * Lead QBRs and strategic reviews with key customers to demonstrate value and unlock growth opportunities * Translate customer feedback and insights into product improvements and GTM strategies * Work with Sales and Marketing to build customer advocacy programs, references, and case studies * Drive resolution of critical escalations while maintaining high customer satisfaction and trust * Continuously review and improve internal processes to increase efficiency and predictability **You Should Apply If You Have** * 7–10\+ years of experience in some combination of Customer Success, Account Management, Professional Services or Client Services, preferably in B2B SaaS * Proven experience leading and scaling CS or PS teams * Strong executive presence with the ability to influence senior customer and internal stakeholders * Have used AI to drive radical efficiencies or to unlock new opportunities * A data\-driven, strategic mindset with experience owning retention and expansion outcomes * Comfort operating in fast\-paced, high\-growth environments with evolving priorities * Excellent communication, coaching, and stakeholder management skills **Why Join Rocketlane?** At Rocketlane, we’re all about building a great product and a great place to work. Here’s why you’ll actually look forward to Mondays: * **Impact and ownership**: You won’t just be another cog in the machine; here, you’re more like a turbocharged engine part. Bring your ideas, make them happen. * **Work with the best**: We’re a team of passionate, quirky, and ridiculously talented people. Come for the work, stay for the memes. * **Celebrate wins**: Whether we’re hitting major milestones or celebrating new funding, we like to mix it up. From rap videos to team outings, we believe in celebrating big. * **Learn and grow**: We’re all about learning—and we’re not just talking about the latest SaaS trends. You’ll grow your career, pick up new skills, and maybe even learn a ton about AI. * **Flexibility and balance**: While we love collaborating in the office five days a week, we know everyone has their own rhythm. That’s why we offer flexibility around hours—so you can bring your best energy, whether you’re an early bird or a night owl. Pajamas optional (at least outside the office).