Strategic Customer Success Manager - Bay Area

Rootly; San Francisco (CA); Presencial; USD 90 000 - 150 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive compensation & equity

Medical, dental, and vision coverage

3 weeks vacation + unlimited sick &amp

Mental health days + year-end shutdown

Home office stipend $500

Unlimited AI tools access

Fast-paced, high-impact environment

Resumo da oferta

Rootly is seeking a dedicated Customer Success Manager to guide customers through onboarding, configuration, and ongoing adoption of our incident management platform. You will collaborate with the Sales team to craft strategic engagement plans and build relationships with key decision-makers to maximize value and reduce churn.

You will leverage product data to identify at-risk accounts, coordinate with Sales and Support for re-engagement, and develop customer enablement materials including

Qualificações

• Prior experience in a customer-facing role such as Customer Success or Support.
• Experience with a SaaS product and cybersecurity solutions.
• Experience onboarding new customers and creating enablement materials.
• Ability to develop webinars and customer enablement content.
• Strong written and verbal English communication; ability to present.
• Proven time management and ability to prioritize tasks.
• Collaborative mindset and ability to work under pressure.
• A DevOps background is a plus.

Responsabilidades

• Guide assigned customers through onboarding, configuration and product adoption.
• Collaborate with Sales to create strategic customer engagement plans.
• Build relationships with decision-makers and champions to drive usage.
• Proactively engage customers to address underutilization.
• Use data to identify at-risk accounts and coordinate re-engagement with Sales and Support.
• Analyze churn reasons and strategize to win back at-risk customers.
• Leverage the platform to enable customers to be highly successful.

Conhecimentos

Customer facing

SaaS experience

Onboarding

Webinars

English communication

Time management

Team collaboration

DevOps background

Ferramentas

MySQL

Looker

Tableau

Birst

Salesforce

Descrição da oferta de emprego

Rootly is seeking a dedicated Customer Success Manager to guide customers through onboarding, configuration, and ongoing adoption of our incident management platform. You will collaborate with the Sales team to craft strategic engagement plans and build relationships with key decision-makers to maximize value and reduce churn.

You will leverage product data to identify at-risk accounts, coordinate with Sales and Support for re-engagement, and develop customer enablement materials including