Customer Success Manager, Rootly
Incident management platform
Open for applications
Incident management platform
21-100 employees
Open for applications
21-100 employees
Company mission
To be the go-to way companies respond when things go wrong, helping every organization to be more reliable.
Role
Who you are
- Prior experience in a customer-facing role, such as Customer Support or Customer Success
- Previous experience working within a SaaS solution supporting technical product or cyber security companies
- Experience in onboarding new customers
- Previously have developed comprehensive customer enablement documentation and have created and conducted webinars
- Proficiency in using tools like MySQL, Birst, Tableau, or Looker to gather and analyze information 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, results-oriented, and a collaborative team player
- Background working in a DevOps environment is ideal
What the job involves
- We are seeking a dedicated and experienced Customer Success Manager to join our team and contribute to our continued vision of creating wildly successful customers
- 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!
- 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 reaching out to customers to address any underutilization of our services
- Utilizing product data, queries, and information to identify accounts at risk of churning, and working with Sales and Customer Support to develop 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
Our take
Responding to incidents is a vital function in any business, with the way teams handle issues massively affecting how the company looks to users and stakeholders. With this in mind, Rootly supplies an incident management platform for users to automate tedious parts of their incident response workflows, and ultimately react quicker to problems.
Rootly's automation can be applied to much of the incident response process; such as paging responders, creating incident reports, tracking progress and reporting to stakeholders. Importantly, it can be employed directly from Slack, meaning users can enact responses without switching between platforms.
Rootly is used by a vast range of companies, from startups to members of the Fortune 100, and its clientele includes the likes of Cisco, Shell, Nvidia and Grammarly. Its winning of the 2023 CyberSecurity Breakthrough Award is another stamp of approval for the company. With strong funding secured from Silicon Valley Bank (days before the latter's collapse), Rootly plans to expand product development and invest in sales and marketing to grow its global presence.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (2 rounds)
Aug 2023
$12m
SERIES A
Jul 2021
$3.2m
SEED
Total funding: $15.2m
Company benefits
- Comprehensive medical, dental, and vision
- 3 weeks vacation + unlimited sick/mental health days + company-wide shutdown EOY
- M2 MacBook Pro of choice
- $1,000 for health and wellness
- $1,000 for home office
- $1,000 for visiting a teammate located in a different geography
- WeWork membership
- Weekly happy hour on Friday
- Learning and advancement budget at your discretion
- Annual retreat - at least once a year we gather together in person 🏝️
- Ground floor opportunity to be an early member of a fast growing venture-backed startup
Company values
- We relentlessly put transparency first
Company HQ
Civic Center, San Francisco, CA
Articles
Leadership
JJ Tang
(CEO)Former Senior Product Manager at Instacart. Worked at IBM for 3 years, ultimately as Senior Product Manager for IBM Cloud.
Quentin Rousseau
(CTO & CISO)Former Lead Engineer at Mylk Guys. Co-founded PopSQL, and was Senior Reliability Engineer at Instacart.
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