Customer Success Manager

Summary

Join Rocket.Chat's Customer Success team as a Senior Customer Success Manager (EMEA) and be responsible for negotiating with enterprise and government customers to retain, upsell, and renew their accounts. You will partner with customers to achieve success using Rocket.Chat's open-source communications platform. Leverage success plans, product expertise, and a deep understanding of customer business needs to provide expert leadership. This is a full-time, remote contractor position based in Europe, reporting to the Head of Global Customer Success. The role requires fluency in English and proven experience in customer success, B2B SaaS solutions, and customer retention. Rocket.Chat offers a remote-friendly work environment with flexible paid time off, a company laptop, remote benefits, and various professional development opportunities.

Requirements

• Fluent in English
• Experience with customer training and product presentations
• Proven experience in Customer Success area
• Experience with B2B and SaaS solutions
• 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
• 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

Responsibilities

• Responsible for onboarding, retention, and customer relationships in general
• Responsible for negotiating with the customers to retain and upsell their accounts
• Ensure the satisfaction, engagement, and retention of your customer portfolio
• Guide the customer throughout the onboarding process (handoff, kickoff, and training)
• Configure our product according to the customers' needs and expectations
• Map the customer's primary pain points and difficulties when using the product and develop action plans to address them adequately
• Monitor indicators of NPS, Churn, Health Score, and others
• Track engagement metrics
• Provide remote training according to the customer’s needs
• Define, monitor, and ensure the achievement of Success Milestones with customers
• Help to drive deeper & wider into the account – identifying requirements for additional resources from other departments within the customer, customer alternatives (i.e., other means of handling their current requirements), and potential internal sponsors
• Be the customer's primary interface, facilitating discussions and coordinating efforts to promote improvements in the platform and internal processes
• Maintain active & proactive contact with customers

Preferred Qualifications

• German or French fluency is highly desirable
• Previous experience with any on-prem or high-touch products is a plus
• Previous experience with open source is a plus
• 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

Benefits

• Fully Remote & Flexible Working Hours
• Flexible Paid Time Off, Holidays and Vacation
• Company Laptop
• Remote Benefit
• ITalki, Courses and Books
• Stock Options
• Multicultural Environment
• Vibrant Company Culture