Customer Success Manager

October 31, 2023

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Rootly

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Manage incidents directly in Slack. Trusted by companies like NVIDIA, Squarespace, Canva, OpenSea, Figma, and more.

Incident Response • Incident Management • SRE • DevOps • SaaS

11 - 50

Description

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.

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. • Background working in a DevOps environment is ideal

Benefits

• Comprehensive medical, dental, and vision • 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