Implementation Manager / Associate - US Time Zone

As a Customer Success Manager at Rocketlane, your role will involve owning and managing customer relationships from the point of sale through successful implementation. You will be the Rocketlane platform domain expert, setting up customers for immediate success. Collaboration with sales, product, and support teams is crucial to ensure a customer-first environment throughout the journey. Your focus will be on being result-oriented and data-driven to track platform usage and drive ROI for customers. Additionally, you will prepare videos, emails, and phone calls to support customers during onboarding and implementation, translating their needs appropriately through the process. Key Responsibilities: - Own and manage customer relationships from sale to implementation - Be a Rocketlane platform domain expert for customer success - Collaborate with cross-functional teams to promote a customer-first environment - Track platform usage, drive ROI, and analyze customer data for improved user experience - Prepare and deliver support materials during onboarding and implementation - Integrate Rocketlane into customers" tech stack and provide training and guidance - Track key implementation milestones and reduce roadblocks - Educate users on product best practices for improved adoption - Showcase ROI and time-to-value to customers effectively - Flexible to work in US timings Qualifications Required: - 2+ years of customer-facing experience in a SaaS company, preferably in implementations or onboarding - Hands-on experience with REST APIs and custom integrations between SaaS platforms and third-party tools - Strong organizational and analytical skills with attention to detail - Proven ability to solve complex problems and learn new technologies quickly - Customer-first mindset with excellent communication skills for technical and non-technical audiences - Active listening, empathy, and motivation to deliver valuable outcomes - Strong product and consumer thinking, balancing user needs with business goals - Experience with CRM, ERP, project management, or fintech platforms is a plus About Rocketlane: Rocketlane is a fast-growing, innovative SaaS company focused on customer onboarding and professional services automation. With a mission to empower B2B companies with a smooth onboarding process and efficient project management, Rocketlane aims to reduce chaos and boost customer satisfaction. The company has a close-knit team of over 100 professionals dedicated to building a product that teams love to use. Rocketlane's journey has been supported by $45M in funding from investors like 8VC, Matrix Partners, and Nexus Venture Partners. Why join Rocketlane: - Impact and ownership: Bring your ideas to life and make an impact - Work with a talented team: Collaborate with passionate and talented individuals - Celebrate wins: Enjoy team celebrations and milestones - Learn and grow: Develop your skills and advance your career - Flexibility and balance: Enjoy a flexible work environment for your best performance,