Customer Success Manager

XYZ Venture Capital; Toronto; On-site; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Equity opportunity

Medical coverage

3 weeks vacation

Home office stipend

Unlimited AI tools

Job summary

Rootly is seeking a Customer Success Manager to guide customers through onboarding, configuration, and ongoing product adoption. You will partner with Sales to create strategic engagement plans and build relationships with key decision-makers and champions.

Use data insights from MySQL, Birst, Tableau, Looker, and Salesforce to identify at-risk accounts, drive re-engagement, and maximize customer value in a fast-growing SaaS environment.

Qualifications

• Prior experience in a customer-facing role (CSM or support).
• SaaS experience with technical products or cybersecurity solutions.
• Experience onboarding customers and conducting webinars.
• Proficiency with data tools to analyze usage data and trends.
• Strong English communication, both written and verbal.
• Good time management and prioritization skills.
• Ability to collaborate across teams; DevOps background is a plus.

Responsibilities

• Guide customers through onboarding and ongoing product adoption.
• Partner with Sales to craft strategic customer engagement plans.
• Build relationships with key decision-makers and champions.
• Proactively address underutilization and churn risk.
• Analyze data to identify at-risk accounts and plan re-engagement.
• Collaborate to maximize customer success using the platform.

Skills

Customer-facing skills

SaaS experience

Cybersecurity knowledge

Onboarding experience

Webinar creation

SQL & data tools

Salesforce

English communication

Time management

Team collaboration

DevOps background

Tools

MySQL

Birst

Tableau

Looker

Salesforce

Job description

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.

Benefits

• 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.