Rootly is hiring a
Customer Success Manager in Worldwide

Summary

The job is for a Customer Success Manager at Rootly, a fast-growing incident management startup backed by reputable investors. The role involves guiding customers through onboarding, collaborating with sales teams, cultivating relationships, addressing underutilization, assessing churned customers, and leveraging the platform to make customers successful. Benefits include comprehensive medical, dental, and vision coverage, vacation time, a MacBook Pro, wellness and home office stipends, WeWork membership, weekly happy hours, learning and advancement budget, annual retreats, and the opportunity to be an early member of a fast-growing startup.

Requirements

• 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

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 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

Preferred Qualifications

Background working in a DevOps environment is ideal

Benefits

• Comprehensive medical, dental, and vision coverage
• 3 weeks vacation + unlimited sick/mental health days + company-wide shutdown EOY
• M2 MacBook Pro of 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