Note: The job is a remote job and is open to candidates in USA. Rootly is on a mission to be the go-to way companies respond when things go wrong, helping organizations be more reliable through their incident management platform. They are seeking a dedicated and experienced Customer Success Manager to ensure customers achieve their goals and gain maximum value from their services and product.
Responsibilities
- 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
Skills
- Prior experience in a customer-facing role, such as Customer Support or Customer Success
- Previous experience working with a SaaS company supporting technical products or cybersecurity solutions
- Experience in onboarding new customers
- Experience developing customer enablement materials and creating and conducting webinars
- Proficiency with tools such as MySQL, Birst, Tableau, or Looker to gather and analyze data, and experience with Salesforce
- Strong presentation, written, and verbal communication skills in English
- 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
- A background working in a DevOps environment is ideal
Benefits
- Competitive compensation and early equity in a fast-growing, venture-backed company.
- Comprehensive medical, dental, and vision coverage.
- 3 weeks of vacation, plus unlimited sick and mental health days, and a company-wide end-of-year shutdown to recharge.
- $500 stipend for home office setup.
- Unlimited token usage and access to AI tools
- A fast-moving, high-impact environment where your leadership and ideas directly shape the future of the company.
Company Overview