Rootly
Strategic Customer Success Manager (Bay Area)
United States - Remote · Remote · Manager · Full-time · Posted Jul 6, 2026
About the job
Guide strategic customers through onboarding and adoption of Rootly’s incident management platform, helping them achieve their goals and reduce churn.
What you'll do
- Lead customer onboarding, configuration, product adoption, and strategic engagement planning.
- Build relationships with decision-makers, identify underutilization and churn risks, and develop re-engagement or win-back strategies.
- Analyze product and customer data to support customer success in partnership with Sales and Customer Support.
What they ask for
- Customer-facing experience, such as in Customer Success or Customer Support.
- Experience supporting technical products or cybersecurity solutions at a SaaS company, and successfully onboarding customers.
- Experience creating customer enablement materials and running webinars.
- Proficiency with tools such as MySQL, Birst, Tableau, or Looker, plus Salesforce experience; strong English communication skills.
Nice to have
- Experience working in a DevOps environment.
Tools
MySQL, Birst, Tableau, Looker, Salesforce
AI focus
The company may use AI to support parts of the interview process, such as reviewing assessments; employees also receive access to AI tools.
Model-written summary · the original posting is authoritative