Customer Success Manager
| Company | Rootly |
|---|---|
| Location | Toronto, ON, Canada |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior, Mid Level |
Requirements
- Prior experience in a customer-facing role, such as Customer Support or Customer Success.
- Previous experience working within a SaaS solution supporting technical product or cyber security companies.
- Experience in onboarding new customers
- Previously have developed comprehensive customer enablement documentation and have created and conducted webinars.
- Proficiency in using tools like MySQL, Birst, Tableau, or Looker to gather and analyze information 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, results-oriented, and a collaborative team player.
Responsibilities
- 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 reaching out to customers to address any underutilization of our services.
- Utilizing product data, queries, and information to identify accounts at risk of churning, and working with Sales and Customer Support to develop 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.
Preferred Qualifications
- Background working in a DevOps environment is ideal