The Role
The Customer Success Manager will guide customers in using the incident management platform, enhance customer engagement, and reduce churn through strategic discussions and data analysis.
Summary Generated by Built In
About Rootly
About the Role
What You'll Do
What You'll Need
Nice to Have
Why 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 out a new multi-billion-dollar category 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, DoorDash, Uber, 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.
At Rootly, we are committed to helping our customers succeed 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 get maximum value from our platform as we continue to grow and scale our offerings.
- Guide assigned customers through onboarding, configuration, and continuous product adoption.
- Collaborate with our Sales team to create strategic customer engagement plans.
- Build relationships with key decision-makers and champions across your customer base, leading strategic discussions on account usage and opportunities.
- Proactively engage with customers to address any underutilization of our platform.
- Use product data and insights to identify accounts at risk of churn, and partner with Sales and Customer Support to develop re-engagement strategies.
- Analyze lost or churned customers, identify the reasons for churn, and develop strategies to win them back.
- Leverage our platform to make your customers highly successful in their work.
We care more about execution, ownership, and impact than fancy degrees or FAANG experience. If the following resonates with you, we want to hear from you:
- Customer-facing experience: you've worked in a role such as Customer Success or Customer Support.
- SaaS background: you've supported technical products or cybersecurity solutions at a SaaS company.
- Onboarding experience: you've successfully onboarded new customers.
- Enablement experience: you've developed customer enablement materials and created and run webinars.
- Data and tooling skills: you're proficient with tools such as MySQL, Birst, Tableau, or Looker to gather and analyze data, and you have experience with Salesforce.
- Strong communication skills: you have strong presentation, written, and verbal communication skills in English.
- Time management: you prioritize tasks effectively.
- Resilience and teamwork: you thrive under pressure, stay results-oriented, and collaborate effectively as part of a team.
- Experience working in a DevOps environment.
We're not just another startup. We're building something category-defining and want teammates who crave ownership, love solving hard problems, and thrive in a high-bar, high-impact environment.
Here's what you can expect when you join Rootly:
- 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.
This is a newly created vacancy.
As we build out the team, we may use AI to support parts of our interview process, like reviewing assessments, but it's a tool that helps our people, not a substitute for their judgement.
If this sounds like the kind of challenge and opportunity you're looking for, apply now and let's build something great together.
Accommodations are available on request at any stage of our recruitment process. Contact [email protected] and we will work with you to meet your needs confidentially.
Rootly is an equal opportunity employer. We do not discriminate on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offences, marital status, family status, disability, or any other ground protected by the Ontario Human Rights Code or applicable law.
Skills Required
- 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
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The Company
What We Do
Rootly is an incident management platform on Slack that helps automate manual admin work during incidents. Leading companies such as NVIDIA, Squarespace, Canva, Grammarly, OpenSea, Figma, and countless others trust Rootly to build a consistent incident response process. See why they rate us 5 stars on G2: https://www.g2.com/products/rootly-manage-incidents-on-slack/reviews
