Strategic Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist designated customers through the onboarding process, configuration, and ongoing product adoption.

• Work in collaboration with the Sales team to formulate strategic customer engagement initiatives.

• Establish strong relationships with key decision-makers and advocates within the customer base.

• Facilitate strategic conversations regarding account usage and potential growth opportunities.

• Proactively tackle any underutilization issues customers may face with the platform.

• Utilize product data and insights to pinpoint accounts that may be at risk of churn.

• Team up with Sales and Customer Support to craft strategies for re-engagement.

• Evaluate lost or churned customers, ascertain the reasons for churn, and devise strategies for win-back.

• Utilize Rootly's incident management platform to ensure customer success.

⛳️ Requirements

• Experience in a customer-facing role such as Customer Success or Customer Support.

• Background in supporting technical products or cybersecurity solutions within a SaaS environment.

• Proven track record of successfully onboarding new customers.

• Experience in creating customer enablement materials and conducting webinars.

• Proficient with data analysis tools such as MySQL, Birst, Tableau, or Looker.

• Familiarity with Salesforce is essential.

• Excellent presentation, written, and verbal communication skills in English.

• Ability to effectively prioritize tasks.

• Capability to thrive in high-pressure situations while remaining results-oriented and collaborating well within a team.

• Experience in a DevOps environment is a plus.

🏝️ Benefits

• Competitive salary along with early equity in a rapidly growing, venture-backed organization.

• Extensive medical, dental, and vision insurance coverage.

• Three weeks of vacation, in addition to unlimited sick and mental health days, plus a company-wide shutdown at year-end for recharging.

• A $500 stipend for setting up a home office.

• Unlimited use of tokens and access to AI tools.

• A dynamic and impactful work environment where your leadership and ideas will significantly influence the company's future.