Who you are

• 5+ years of prior experience in a customer facing leadership role such as Head of Customer Success or Director of Customer Success, with experience hiring, coaching, and scaling a team
• Previous experience at a SaaS company supporting technical products or cybersecurity solutions. Familiarity with DevOps, observability, or incident management is ideal
• Act like an owner, willing to dive in and take the hardest individual problems and support your team through them as we scale
• Proven ownership of onboarding programs and experience scaling onboarding for enterprise and mid market customers
• Experience developing enablement materials and delivering webinars and training at scale
• Comfortable using MySQL, Looker, Tableau, or similar tools, and Salesforce, to gather and analyze data and define health signals
• Demonstrated ability to prioritize work and manage time across competing initiatives
• Ability to thrive under pressure, remain results oriented, and lead effectively across teams
• Track record of defining and reporting key success metrics such as net retention, churn, adoption, and customer satisfaction, and using those metrics to drive improvement
• Experience creating playbooks, processes, and tooling to scale customer success operations
• Comfortable influencing product and roadmap decisions with customer insight
• Strong presentation, written, and verbal communication skills, including presenting to executives and customers

What the job involves

• We are looking for our first dedicated Head of Success
• We’ve scaled extremely rapidly and are looking for someone who can help bring in the right processes, at the right time to take us to the next level
• You will be expected to get very deep into the details and still lead some accounts; every leader at Rootly is also an operator
• In this role you will own Net Revenue Retention and be accountable for turning Customer Success into a durable growth engine as Rootly scales into the enterprise
• You’ll help scale onboarding, adoption, retention and expansion
• You will build and mentor a high performing CSM team, create scalable playbooks and define customer success metrics
• You will partner closely with Sales, Product, Engineering and Support to ensure customers gain maximum value and to drive net retention, customer satisfaction and operational excellence
• Reporting into the VP of Sales, you will own Customer Success & Satisfaction at the highest level
• Own onboarding, configuration, and adoption programs to deliver consistent customer outcomes at scale
• Partner with Sales to define strategic engagement plans for named accounts and ensure scalable handoffs across the lifecycle
• Drive retention and expansion by leading programs that reduce underutilization and surface upsell opportunities
• Define health signals and use product and usage data to identify at risk accounts and lead cross functional remediation
• Build, coach, and grow a high performing CSM team
• Own analysis of churn and lost accounts, surface root causes, and lead initiatives to recover customers or prevent future losses
• Create repeatable playbooks, automation, and tooling to increase efficiency and consistency of customer success work
• Serve as the voice of the customer across Product, Engineering, and Marketing, driving product improvements, roadmap priorities, and service innovation based on customer insights