Customer Success Manager

Rootly; Toronto; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive medical, dental, and vision coverage

3 weeks of vacation, plus unlimited sick days

$500 stipend for home office setup

Access to AI tools

Fast-paced environment

Job summary

A leading tech company in Toronto is looking for a Customer Success Manager to ensure customers gain maximum value from their services. The role involves guiding clients through onboarding, collaborating on engagement plans, and strategizing to reduce churn. Candidates should have experience in customer-facing roles, preferably in SaaS or technical products. Strong communication, data analysis skills, and familiarity with tools like MySQL and Salesforce are essential. Consider applying for a rewarding opportunity in a vibrant environment.

Qualifications

• Prior experience in a customer-facing role, such as Customer Support or Customer Success.
• Experience working with a SaaS company supporting technical products or cybersecurity solutions.
• Experience in onboarding new customers.
• Ability to thrive under pressure, maintain a results-oriented mindset.
• Excellent presentation and written communication in English.
• Strong time management and ability to prioritise under pressure.
• Background in a DevOps environment is a plus.

Responsibilities

• Guide assigned customers through onboarding, configuration, and adoption.
• Collaborate with Sales team to create engagement plans.
• Engage proactively with customers to address service underutilization.
• Use product data to identify accounts at risk of churn.
• Use data to identify churn risk and coordinate with Sales/Support for re-engagement.
• Analyze lost customers to identify churn reasons and recovery strategies.
• Leverage Rootly platform to drive customer success outcomes.

Skills

Customer Support

SaaS products

Data analysis

Presentation skills

Time management

DevOps environment

Time management

Thrives under pressure

DevOps background

Tools

MySQL

Salesforce

Tableau

Looker

Salesforce

Job description

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 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. Companies such as NVIDIA, Figma, Canva, Tripadvisor, Squarespace and more rely on Rootly to power their critical incident management process. We obsess over our delightful enterprise‑ready platform and unique partnership model. Our customers have reviewed us 5 stars on G2.

Investors love Rootly. We are backed by respected funds including Y Combinator and investors such as the CTO of Dropbox and GitHub. We conduct monthly financial reviews as a team and publish 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 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!

What You'll Do

• 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 engaging with customers to address any underutilization of our services.
• Using product data and insights to identify accounts at risk of churn, and partnering 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.

What You'll Need

• 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 is ideal.

Why 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.

Rootly is an equal opportunity employer. We aim to create an environment where every team member at Rootly feels like they belong so they can have a greater impact on our business and customers. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.