Customer Success Manager, Rootly

Salary not provided

Plus equity

Tableau

Looker

Salesforce

MySQL

Mid and Senior level

Toronto

3 days a week in office (Adelaide Street West, Toronto)

AI-powered on-call & incident response

Be an early applicant

AI-powered on-call & incident response

21-100 employees

B2BArtificial IntelligenceEnterpriseAnalyticsSaaSDevOpsAutomation

Be an early applicant

Salary not provided

Plus equity

Tableau

Looker

Salesforce

MySQL

Mid and Senior level

Toronto

3 days a week in office (Adelaide Street West, Toronto)

21-100 employees

B2BArtificial IntelligenceEnterpriseAnalyticsSaaSDevOpsAutomation

Company mission

To be the go-to way companies respond when things go wrong, helping every organization to be more reliable.

Job

Company

Role

Who you are

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

What the job involves

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!
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

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, NVIDIA and Grammarly. It has earned industry recognition, as well as securing strong funding which supports expanded product development and the growth of sales and marketing efforts across the globe.

Steph

Company Specialist at Welcome to the Jungle

Insights

Top investors

Glassdoor (3.9)

Company

Funding (last 2 of 3 rounds)

Aug 2023

$12m

SERIES A

Jul 2021

$3.2m

SEED

Total funding: $15.4m

Company benefits

Medical, dental, vision, and life coverage for you and your dependents
Flexible PTO, plus company holidays, team off-sites, and a year-end shutdown to recharge
Meaningful equity in a high-growth company, and 401(k) matching for US employees
Hybrid work (we hire across the US, Canada, Europe, and Singapore)
Free lunches at HQ
Fast-moving, high-impact environment where you have autonomy to own big problems from day one
Top-tier hardware and tools, plus an annual stipends for home offices

Company HQ

Civic Center, San Francisco, CA

Leadership

JJ Tang

(CEO & Co-Founder)

Former Senior Product Manager at Instacart. Worked at IBM for 3 years, ultimately as Senior Product Manager for IBM Cloud.

Quentin Rousseau

(CTO/CISO & Co-Founder)

Former Lead Engineer at Mylk Guys. Co-founded PopSQL, and was Senior Reliability Engineer at Instacart.

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