Customer Success Manager

About Rootly

At Rootly, we are on a mission to be the go-to way companies respond when things go wrong, helping every organization be more reliable. We do this by building an industry leading incident management platform that allows companies around the world to consistently and quickly resolve incidents. We are not simply transforming an industry, we are carving an entirely new +$B segment ourselves and need incredible talent to achieve this ambitious goal together.

Customers love Rootly. Some of the fastest growing companies around the world such as NVIDIA, Figma, Canva, Tripadvisor, Squarespace and more rely on Rootly to power their critical incident management process. They obsess over our delightful enterprise-ready platform and unique partnership model. See why our customers have reviewed us 5 stars on G2.

Investors love Rootly. We are backed by some of the most respected funds in the world from Y Combinator to operators like the CTO of Dropbox and GitHub. We'd be happy to disclose our entire funding and profitability picture live during the interview. As a culture we relentlessly put transparency first. We conduct monthly financial reviews as a team so everyone has a pulse on the health of the business and publish what we are building in our weekly changelog.

About the Role:

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 join our team and contribute to our continued vision of creating wildly successful customers. 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!

You will be responsible for:

• 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 reaching out to customers to address any underutilization of our services.
• Utilizing product data, queries, and information to identify accounts at risk of churning, and working with Sales and Customer Support to develop 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.

The Ideal Candidate:

• Prior experience in a customer-facing role, such as Customer Support or Customer Success.
• Previous experience working within a SaaS solution supporting technical product or cyber security companies.
• Experience in onboarding new customers
• Previously have developed comprehensive customer enablement documentation and have created and conducted webinars.
• Proficiency in using tools like MySQL, Birst, Tableau, or Looker to gather and analyze information 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, results-oriented, and a collaborative team player.
• Background working in a DevOps environment is ideal

• Comprehensive medical, dental, and vision
• 3 weeks vacation + unlimited sick/mental health days + company-wide shutdown EOY
• MacBook Pro of your choice
• $1,000 for health and wellness
• $1,000 for home office
• $1,000 for visiting a teammate located in a different geography
• WeWork membership
• Weekly happy hour on Friday
• Learning and advancement budget at your discretion
• Annual retreat - at least once a year we gather together in person 🏝️
• Ground floor opportunity to be an early member of a fast growing venture-backed startup