Strategic Customer Success Manager, Rootly
+ Equity
AI-powered on-call & incident response
Be an early applicant
AI-powered on-call & incident response
21-100 employees
Be an early applicant
+ Equity
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 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
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.
Salary benchmarks
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