Strategic Customer Success Manager

Join Rootly, a high-growth company dedicated to empowering customers to achieve exceptional success. As a Strategic Customer Success Manager, you will play a crucial role in guiding customers through onboarding, configuration, and continuous product adoption. You will collaborate with the Sales team to create strategic customer engagement plans, cultivate relationships with key decision-makers, and proactively address any underutilization of our services. Additionally, you will assess and analyze lost or churned customers and formulate strategies to win them back. This position offers flexible PTO, medical and dental coverage, meaningful equity, and a hybrid work environment.

• Guiding assigned customers through onboarding, configuration, and continuous product adoption.
• Collaborating with our Sales team to create strategic customer engagement plans and cultivating relationships with key decision-makers.
• Proactively engaging with customers to address any underutilization of our services and using product data to identify accounts at risk of churn.

• Prior experience in a customer-facing role, such as Customer Support or Customer Success
• Proficiency with tools such as MySQL, Birst, Tableau, or Looker to gather and analyze data, and experience with Salesforce
• 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
• Experience developing customer enablement materials and creating and conducting webinars
• Experience in onboarding new customers
• Strong presentation, written, and verbal communication skills in English
• A background working in a DevOps environment is ideal
• Previous experience working with a SaaS company supporting technical products or cybersecurity solutions