Customer Engagement Manager

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 100 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. Engagement Manager - US

What will you do ?

1. Customer Engagement & Relationship Management:

   1. Act as a strategic advisor, building strong relationships with key stakeholders, executives, and cross-functional teams.

   2. Drive engagement success by aligning customer goals with Rocketlane’s platform capabilities.

   3. Ensure smooth onboarding and implementation, driving adoption and time-to-value.

2. Project & Program Management:

   1. Lead and manage multiple customer implementations, ensuring on-time and within-budget delivery.

   2. Establish clear project plans, track milestones, and proactively address risks and roadblocks.

   3. Leverage Rocketlane and other PSA tools for project tracking, forecasting, and reporting.

3. Process Optimization & Change Management:

   1. Identify and implement best practices to enhance customer onboarding and professional services delivery.

   2. Drive process improvements that improve efficiency, scalability, and customer satisfaction.

4. Strategic & Analytical Thinking:

   1. Utilize data-driven insights to optimize engagement strategies and enhance customer experience.

   2. Work with internal teams to provide feedback, influence product enhancements, and refine service offerings.

5. Customer Success & Retention:

   1. Collaborate with Customer Success teams to ensure continued value realization for customers.

   2. Partner with Sales to identify expansion opportunities and contribute to business growth.

Who We're Looking For:

• Results-driven professional with 10+ years of experience in project/program management, service delivery, and stakeholder engagement. 

• Strong customer-facing and executive communication skills, with a proven ability to build relationships internally and externally. 

• Expertise in organizational and change management, balancing competing client demands while ensuring on-time, within-budget delivery. 

• Proficient in project financials and PSA tools. Adept at navigating critical business situations with a customer-centric approach, strong interpersonal skills, and cultural awareness.

•  Skilled in professional services metrics within a SaaS environment, with a background in customer onboarding, implementation, and professional services automation (PSA). Thrives in fast-paced, dynamic environments, fostering collaboration and adaptability.

Why join us?

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 to love Excel (or at least tolerate it).

• 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).