Strategic Customer Success Manager (Bay Area)

Rootly; San Francisco (CA); Hybrid; USD 80,000 - 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

Job summary

Rootly is seeking a Customer Success Manager to empower customers in utilizing our incident management platform effectively. The ideal candidate has experience in customer-facing roles, especially within SaaS environments, and will ensure customers derive maximum value from our services.

Responsibilities include onboarding, customer engagement, and leveraging data to mitigate churn risks. Enjoy competitive compensation, comprehensive benefits, and ownership in a fast-moving startup environment.

Qualifications

• Prior experience in a customer-facing role, such as Customer Support or Customer Success.
• Previous experience working with a SaaS company supporting technical products.
• Strong presentation and communication skills in English.

Responsibilities

• Guide customers through onboarding and product adoption.
• Collaborate with Sales to create engagement plans.
• Cultivate relationships with customers for strategic usage.

Skills

Customer Support

Technical Product Support

Customer Onboarding

Data Analysis

Salesforce

Presentation Skills

Tools

MySQL

Tableau

Birst

Looker

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. Some of the fastest growing companies around the world such as NVIDIA, Figma, Canva, Tripadvisor, Squarespace and more rely on Rootly to power their critical incident management process. They obsess over our delightful enterprise‑ready platform and unique partnership model. See why our customers have reviewed us 5 stars on G2.

Investors love Rootly. We are backed by some of the most respected funds in the world from Y Combinator to operators like the CTO of Dropbox and GitHub. We'd be happy to disclose our entire funding and profitability picture live during the interview. As a culture we relentlessly put transparency first. We conduct monthly financial reviews as a team so everyone has a pulse on the health of the business and publish what we are building in 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 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.

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?

We’re not just another startup. We’re building something category‑defining and want teammates who crave ownership, love solving hard problems, and thrive in a high‑bar, high‑impact environment.

Here’s what you can expect when you join 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.