Strategic CSM: Accelerate Adoption & Expansion

Rootly; United States; Hybrid; USD 90,000 - 140,000; Full time

Benefits offered by this job

Flexible PTO

Company holidays

Team off-sites

Year-end shutdown

Medical coverage

Dental coverage

Vision coverage

Life coverage

Equity

401(k) matching

Hybrid work

HQ lunches

Home office stipend

Job summary

Rootly is seeking a Customer Success Manager to guide customers from onboarding to sustained adoption. You will work with Sales to align engagement plans, cultivate executive relationships, and proactively address underutilization. Use data to spot at-risk customers and collaborate with Support to win back churned accounts.

The role emphasizes driving success across platforms and teams while operating in a hybrid model across the US.

Qualifications

• Experience in a customer-facing role (support or success).
• Proficiency with data tools (MySQL, BI platforms) to analyze usage.
• Experience with Salesforce and data-driven engagement.

Responsibilities

• Guide customers through onboarding, configuration, and ongoing adoption.
• Collaborate with Sales to craft account engagement plans.
• Build relationships with key decision-makers and champions.
• Proactively address underutilization and engage churn-risk accounts.
• Analyze data to identify at-risk accounts and develop re-engagements.
• Assess churned customers and strategize win-back moves.
• Leverage the platform to drive customer success across teams.

Skills

Onboarding

Account adoption

Customer engagement

Relationship management

Time management

Presentation skills

Written/verbal communication

Team collaboration

Pressure resilience

Webinars

Tools

MySQL

Birst

Tableau

Looker

Salesforce

Job description

Rootly is seeking a Customer Success Manager to guide customers from onboarding to sustained adoption. You will work with Sales to align engagement plans, cultivate executive relationships, and proactively address underutilization. Use data to spot at-risk customers and collaborate with Support to win back churned accounts.

The role emphasizes driving success across platforms and teams while operating in a hybrid model across the US.