More than a provider: Why clients say Rocket Lab's CS teams are a key differentiator

Behind every successful campaign at Rocket Lab is a team working side by side with clients, turning data into action, connecting strategy with results, and making sure every decision supports sustainable app growth.

Our recent NPS survey confirmed that the service provided by our Customer Success (CS) teams is one of Rocket Lab’s strongest differentiators.

Clients highlighted the human side of our service, describing the teams as dedicated, responsive, and reliable. Recommendation intent was also very high, especially in Brazil and Mexico, indicating the significant value clients place on our support. Innovation, technology, and trust remain key strengths associated with our brand.

These results reflect what happens every day behind the scenes. That is why we turned to our CS teams to share their approach to work and how they utilize their experience to help every client move forward with confidence.

What value do you see for clients in centralizing everything with a single partner, and how do you put that into practice daily?

At Rocket Lab we are an App Growth Hub, and centralizing everything with one partner makes growth simpler and faster. When the client works with a single team, a single invoice, and a single report, there is no need to coordinate multiple providers or wait for information. This saves time, reduces friction and allows decisions to be made quickly.

Having one main point of contact also lets us read data in full context, not in isolated pieces. That helps us spot optimization opportunities earlier and focus resources where they matter most.

But centralization is not only valuable for clients, it also helps us as CS. When one team has visibility from acquisition to retention, we can spot patterns and opportunities much earlier without waiting for different reports or platforms. Having a single stream of information makes decision-making more agile and smarter because we can see the full picture. If we notice a category or audience performing better, we can adjust budgets or messaging immediately, rather than waiting for external approvals or delayed data. This not only improves efficiency but also reduces reaction time, which is crucial during competitive moments like Hot Sale or Black Friday.

In practice, it allows our team to take full ownership of the growth plan. We connect all the moving parts of our solutions such as Apple Ads, First-impact Ads (OEM), Programmatic Ads, Reach Beyond and Eyes On (CTV/OTT) and adapt the mix as results come in. Clients do not have to coordinate different providers. We do it for them so they can grow efficiently and keep clear visibility over performance and investment.

Can you share an example of how the team overcame a client challenge thanks to our hub model?

A good example is when we worked with McDonalds Chile. After working together on user acquisition through Reach Beyond, we reviewed performance and saw an opportunity to shift toward retargeting using our programmatic DSP. Making that change was possible because we already had the data, the history and the strategy connected in one place. The new approach improved the app’s efficiency and created a stronger base for sustainable growth.

These are perfect examples that show when everything is centralized, we can move fast, test, adjust and reallocate budgets without losing time or context. That is where the hub model really proves its value.

What does it mean to you to support a client’s growth and what makes you most proud when you see their results?

For us, supporting growth means being a real partner and working side by side through every stage from acquisition to engagement and retention with the goal of long-term impact.

What makes us proud is when clients who started small begin to trust us with larger, more ambitious strategies because they have seen the process work. Our Growth Loops approach is a big part of that. Each campaign has a learning period where we test, gather data and refine. When clients go through that first cycle and start to see strong results, it is rewarding to know all the analysis and optimization paid off.

The best part is watching their business metrics move in ways that matter, better user quality, stronger ROI, more stability over time, and knowing they see us as part of their team and not just a service provider.

In Mexico, CLIENTS HIGHLIGHTED THAT WE’RE seen as innovative. How do you bring innovation into your daily work with accounts?

For us, innovation is not just about trying new things. It starts with understanding each client’s reality, their market, and their specific challenges. Based on the knowledge we’ve built across industries, we become an extension of their team. We adapt to their way of working, learn from their objectives and context, and from there, identify what each brand really needs to grow. Every solution we recommend has a clear purpose. We don’t test just for the sake of testing; we do it with meaning.

At Rocket Lab, this mindset guides everything we do. We stay innovative because we never settle for what already works. We explore new channels, search for relevant audiences, and look for ways to give each campaign a clear essence across all the solutions we run, from OEM and Apple Ads to CTV and programmatic.

A great example of this was with Liverpool during the Hot Sale season in Mexico. We built a full-funnel strategy using Reach Beyond for user acquisition and our programmatic DSP for retargeting, powered by tools like Full Intelligence Audiences and Automated Smart Allocation. This helped us optimize each step of the user journey, adapt by operating system, and capture demand quickly. As a result, purchases during that short period reached 97% of what had been achieved in the previous 25 days, showing how innovation with purpose can lead to real growth.

How do you use data to spot unique opportunities and adapt strategies to industry changes like iOS updates, SKAN or Privacy Sandbox so clients stay one step ahead?

Data is what allows us to act early instead of reacting. Everyday we monitor performance across channels and pay attention to signals such as changes in user behavior, shifts in costs or early signs of impact from updates like SKAN or Privacy Sandbox.

When something changes in the industry, we know we have two choices: stay still and hope for the best, or anticipate and adapt in the smartest way possible. There’s no ‘wait and see’ for us. We anticipate and move forward. As soon as we notice something moving, we look deeper into the data, check attribution with MMPs and analyze how audiences are responding. 

From there, we talk with the client about what we are seeing and adjust quickly by moving budget, updating creatives or rethinking targeting and bidding so campaigns stay efficient and competitive. 

What makes a difference is that we do not just warn the client about changes. We show them what we found and bring clear next steps so they can keep moving forward with confidence.

Rocket Lab works with many different verticals. How do you apply learnings from one industry to another to make campaigns richer and more innovative?

What drives engagement or conversion in retail, for example, can inspire new approaches in fintech, while tactics from delivery apps can uncover ways for finance or health brands to deepen user relationships.

At Rocket Lab, we constantly review what makes campaigns succeed, from creative angles to audience segmentation and bidding strategies. Every week, teams across regions connect to share learnings, discuss performance trends, and exchange insights that help us refine our approach. This collaboration ensures that what works in one market inspires innovation in another, allowing us to deliver strategies that are both proven and tailored to each audience.

This mix of perspectives keeps campaigns fresh and forward-looking. It helps avoid repeating patterns, gives our partners a broader view of opportunities, and often uncovers better ways to grow by combining lessons learned with new, market-specific thinking.

Rocket Lab is seen in Brazil as one of the most cross-functional partners in the market. How do you use that diversity of expertise to design strategies tailored to each client’s industry?

Being cross-functional at Rocket Lab means having a wide range of experience and using it to build strategies that truly fit each client’s reality. A health app does not grow the same way as a retail one, and fintech users behave differently from delivery users. Each vertical has its own dynamics, and understanding that is key to making the right decisions.

That is why we start by thoroughly exploring the client’s business, whether it's through an online conversation or an in-person one with the client, writing on a slide, or drawing on a whiteboard together with them. We do not just look at metrics, we focus on understanding what really powers or limits performance. From there, we conduct a detailed assessment to map improvement points and identify opportunities across the entire user journey.

Based on this, we design a healthy, sustainable and efficient flow grounded in our Growth Loops methodology, where every action generates learning and continuously feeds growth. We also review what has worked in other cases and decide which tactics can be adapted and which need to be redesigned to match the client’s goals, competitive landscape and growth stage.

This combination of strategic vision, agile execution and technical knowledge allows us to adapt solutions to each sector’s reality. It is not about applying a template, but about building tailored strategies that propels an impact.

Advertisers in Brazil have very diverse growth goals and often look for partners who can move fast and bring clarity. How do you work to deliver that kind of value to your clients?

In Brazil, advertisers have different growth goals, but most of them look for two things above all: speed and clarity. The market changes quickly, so they need a partner who can act fast and also explain what is happening and why. That is why we start by listening carefully to their needs and running a detailed assessment to understand their context, priorities and challenges.

From there, we analyze data daily and use frequent benchmarks to identify real opportunities across the user journey. We stay close to performance signals such as changes in user behavior, costs or market trends, and when something shifts, we react quickly and bring clear options instead of just reporting the problem.

We also use Rocket Lab’s technology to support predictive analysis, which helps us anticipate trends and design the best possible campaign structures for each client. This combination of agility, transparency and data-driven insights gives clients confidence and turns uncertainty into clear next steps, allowing them to grow in a sustainable and strategic way.

Being cross-functional also means connecting teams and knowledge quickly. How do you work across Rocket Lab’s different areas to turn insights into action for Brazilian clients?

For us, being cross-functional means acting as one team and using our strong local structure to respond quickly when something changes or a new opportunity appears. In Brazil we have the autonomy to make decisions fast, which helps us move with agility and turn insights into action without waiting for long approval chains.

A big advantage in this market is that clients are very open to innovation. They are willing to test new formats, try different strategies and explore ideas that are not yet common. That flexibility allows us to experiment, learn quickly and often find better ways to achieve results.

To make this happen, we collaborate closely across Rocket Lab’s areas. We work with Data and BI to make sure we have accurate integrations and faster decision-making, with the Growth team to improve user reach and engagement, and with Product when we need to refine the in-app experience. When we spot something promising in the data or see a shift in user behavior, we immediately connect with the right people and align budgets, messages or strategy.

Communication happens every day, sometimes in quick chats to clarify a number and other times in deeper reviews to understand why performance moved and what to do next. This constant alignment, combined with local autonomy, lets us adapt fast and keep campaigns progressing with purpose. 

Clients feel the effect of this because things move smoothly. They know they have one unified partner in Brazil who can act quickly, bring in the right expertise and turn new ideas into real performance.

Each story from our Customer Success teams reflects what makes Rocket Lab unique and the advantages of being a hub: collaboration, innovation, and a genuine commitment to helping every client grow with confidence. 

Our CS teams keep growing, learning, and evolving to bring the best to every client and partner. Their passion and dedication are at the heart of what we do every day. Meet them here.