Customer Success Manager
Hybrid (Toronto, ON (366 Adelaide Street West))Full-timePosted 7mo ago
About the role
Customer Success Manager role at Rootly focused on guiding customers through onboarding, adoption, and ongoing success, partnering with Sales, and using product data to drive engagement and reduce churn in a hybrid, full-time office setting.
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 engage with customers to address any underutilization of our services.
- Use product data and insights to identify accounts at risk of churn, and partner with Sales and Customer Support to develop re-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.
Qualifications
- Prior experience in a customer-facing role, such as Customer Support or Customer Success.
- Previous experience working with a SaaS company supporting technical products or cybersecurity solutions.
- Experience in onboarding new customers.
- Experience developing customer enablement materials and creating and conducting webinars.
- Proficiency with tools such as MySQL, Birst, Tableau, or Looker to gather and analyze data, 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, maintain a results-oriented mindset, and collaborate effectively as part of a team.
- A background working in a DevOps environment is ideal
Skills
Required:Customer onboardingAccount managementData analysis (MySQL, Tableau, Looker, etc.)
Nice to have:Sales collaboration
Benefits
- Competitive compensation and early equity in a fast-growing, venture-backed company.
- Comprehensive medical, dental, and vision coverage.
- 3 weeks of vacation, plus unlimited sick and mental health days, and a company-wide end-of-year shutdown to recharge.
- $500 stipend for home office setup.
- Unlimited token usage and access to AI tools.
- A fast-moving, high-impact environment where your leadership and ideas directly shape the future of the company.
Last updated Oct 22, 2026. Interested? Apply on the company site.
About Rootly
Modern On-Call and Incident Management Platform
Rootly is a modern on-call and incident management platform used by top YC companies like Dropbox, Lattice, Webflow, Faire, but also Figma, LinkedIn, NVIDIA and 100s more.
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