Strategic Customer Success Manager

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.

Responsibilities

• 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.

Requirements

• 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
• Strong presentation, written, and verbal communication skills in English

Preferred

• 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
• Experience developing customer enablement materials and creating and conducting webinars

Experience in onboarding new customers

• A background working in a DevOps environment is ideal
• Previous experience working with a SaaS company supporting technical products or cybersecurity solutions