Strategic Customer Success Manager

Job not on LinkedIn

🔥 7 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 15%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Rootly

WebsiteLinkedInAll Job Openings

11 - 50 employees

☁️ SaaS

🏢 Enterprise

SaaS • Enterprise

Rootly is a leading incident management platform that provides a comprehensive set of tools for modern on-call response and incident resolution. Their platform offers features like automated incident response, integrations with popular tools such as Slack and Jira, and AI-driven insights for faster incident resolution. Rootly is designed for a variety of organizations, from start-ups to large enterprises, aiming to streamline incident management processes and ensure industry best practices. Focusing on ease of use and powerful automation, Rootly helps organizations of all sizes improve their incident response time and efficiency.

📋 Description

• Guide assigned customers through onboarding, configuration, and continuous product adoption. • Collaborate with the Sales team to create strategic customer engagement plans. • Build relationships with key decision-makers and champions across the customer base. • Lead strategic discussions on account usage and opportunities. • Proactively address customer underutilization of the platform. • Use product data and insights to identify accounts at risk of churn. • Partner with Sales and Customer Support to develop re-engagement strategies. • Analyze lost or churned customers, identify reasons for churn, and develop win-back strategies. • Leverage Rootly's incident management platform to help customers succeed.

🎯 Requirements

• Customer-facing experience in a role such as Customer Success or Customer Support. • Experience supporting technical products or cybersecurity solutions at a SaaS company. • Experience successfully onboarding new customers. • Experience developing customer enablement materials and creating and running webinars. • Proficiency with tools such as MySQL, Birst, Tableau, or Looker to gather and analyze data. • Experience with Salesforce. • Strong presentation, written, and verbal communication skills in English. • Ability to prioritize tasks effectively. • Ability to thrive under pressure, stay results-oriented, and collaborate effectively as part of a team. • Experience working in a DevOps environment is nice to have.

🏖️ 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.

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