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.
What will you do?
Process Optimization and Best Practices:
Identify inefficiencies in customer-facing processes and implement solutions to reduce time-to-value.
Create and maintain playbooks for handling customer queries and escalations.
Develop, document, and share best practices for running NPS campaigns, customer advocacy programs, nurture, onboarding, QBRs/EBRs etc.
Maintain an up-to-date knowledge base for internal and customer use.
Document FAQs, troubleshooting steps, and operational workflows.
Customer Insights and Analytics:
Track key customer metrics by segments (e.g., NPS, churn, engagement, renewals, expansions).
Generate insights from customer data to drive retention, expansion and upsell opportunities.
Support Enablement:
Optimize tools like Hubspot, Zendesk, Intercom, or Freshdesk for customer support workflows.
Liaise with product and engineering teams to resolve customer issues quickly.
Work with marketing on customer education and advocacy programs.
You should apply if
2-4 years of experience in problem solving, and applying structured thinking, in a consulting role or in any other analyst/operations roles.
Prior experience in customer success, support, or operations in a B2B SaaS company is a plus, not a requirement.
Strong analytical skills and ability to work with data is a strong requirement for this role. Knowledge of SQL or BI tools for customer data analysis is a plus.
Excellent problem-solving skills, a proactive mindset, and hands-on approach to challenges.
High attention to detail with the ability to manage multiple priorities in a fast-paced environment.
Good written and verbal communication skills, with the ability to collaborate effectively across teams.
Tech savviness, and comfort with CRM and customer support tools (e.g., Hubspot, Salesforce, Zendesk, Intercom).
Experience with customer engagement platforms like Gainsight is a nice-to-have
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).
