Strategic Customer Success Manager

• At Rootly, we are committed to helping our customers successfully utilize our services throughout their entire journey with us
• We are seeking a dedicated and experienced Customer Success Manager to help us achieve our vision of empowering customers to be exceptionally successful
• You will be instrumental in ensuring our customers achieve their goals and gain maximum value from our services and product as we continue to grow and scale our product and service offerings!
• Guiding assigned customers through onboarding, configuration, and continuous product adoption
• Collaborating with our Sales team to create strategic customer engagement plans
• Cultivating relationships with key decision-makers and champions within your customer base, leading strategic discussions on account usage and opportunities
• Proactively engage with customers to address any underutilization of our services
• Use product data and insights to identify accounts at risk of churn, and partner with Sales and Customer Support to develop re-engagement strategies
• Assessing and analyzing lost or churned customers, identifying the reasons for churn, and formulating strategies to win them back
• Leveraging our platform to make your customers highly successful in their work

Benefits

• Flexible PTO, plus company holidays, team off-sites, and a year-end shutdown to recharge
• Medical, dental, vision, and life coverage for you and your dependents
• Meaningful equity in a high-growth company, and 401(k) matching for US employees
• Hybrid work (we hire across the US, Canada, Europe, and Singapore)
• Free lunches at HQ
• Fast-moving, high-impact environment where you have autonomy to own big problems from day one
• Top-tier hardware and tools, plus an annual stipends for home offices

• Prior experience in a customer-facing role, such as Customer Support or Customer Success
• Proficiency with tools such as MySQL, Birst, Tableau, or Looker to gather and analyze data, and experience with Salesforce
• Demonstrated time management skills with the ability to prioritize tasks effectively
• Ability to thrive under pressure, maintain a results-oriented mindset, and collaborate effectively as part of a team
• Experience developing customer enablement materials and creating and conducting webinars
• Experience in onboarding new customers
• Strong presentation, written, and verbal communication skills in English
• A background working in a DevOps environment is ideal
• Previous experience working with a SaaS company supporting technical products or cybersecurity solutions