Strategic Customer Success Manager (Bay Area)

Rootly • San Francisco, CA

2d

About The Position

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 help us achieve our vision of empowering customers to be exceptionally successful. 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!

Requirements

• 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.

Nice To Haves

• A background working in a DevOps environment is ideal

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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed