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Director of Customer Success

RootlyToronto, Ontario, Canada
On-site Full-time

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Experience Level

Senior Level Manager

Qualifications

The ideal candidate should have a proven track record in customer success leadership, strong analytical skills, and a deep understanding of the SaaS landscape. Experience in scaling customer success programs in a fast-paced environment is essential. Excellent communication and interpersonal skills are required to foster partnerships across departments.

About the job

About Rootly

At Rootly, our mission is to revolutionize how organizations respond to incidents, making them more reliable and efficient. We are developing a leading incident management platform that empowers companies globally to swiftly and effectively resolve issues. We aim to not only transform the industry but also create a new multi-billion dollar market segment. To achieve this ambitious vision, we need exceptional talent to join our team.

Our customers love Rootly. Rapidly growing companies like NVIDIA, Figma, Canva, Tripadvisor, and Squarespace depend on our robust incident management platform and our unique partnership approach. Discover why we have earned 5-star reviews on G2.

Investors are also excited about Rootly. We are supported by renowned funds, including Y Combinator, and leaders such as the CTOs of Dropbox and GitHub. We prioritize transparency and conduct monthly financial reviews as a team, ensuring everyone is aware of the company’s health. Additionally, we share our progress through our weekly changelog.

About the Role

We are in search of our inaugural Head of Customer Success to help us scale effectively. You will be instrumental in implementing the right processes at the right time to elevate our customer success operations as we grow. This role requires deep involvement in details while still managing key accounts, as every leader at Rootly is also an operator.

You will drive Net Revenue Retention and transform Customer Success into a sustainable growth engine as we expand into the enterprise market.

Your responsibilities will include enhancing onboarding, adoption, retention, and expansion efforts. You will mentor a high-performing Customer Success Management (CSM) team, develop scalable playbooks, and establish key success metrics. Collaboration with Sales, Product, Engineering, and Support teams will be crucial to ensure customers receive maximum value while driving net retention, satisfaction, and operational excellence.

About Rootly

Rootly is on a mission to redefine incident management for organizations worldwide. Our innovative platform is designed to enhance reliability and responsiveness, empowering teams to resolve incidents efficiently. With strong backing from notable investors and a commitment to transparency, Rootly is poised for significant growth in the enterprise sector.

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