Head of CSM

Rootly is seeking a Head of Customer Success to lead the company's customer success efforts and drive durable growth. The ideal candidate will have experience in customer facing leadership roles, SaaS companies, and technical products or cybersecurity solutions.

Requirements

• 5+ years of prior experience in a customer facing leadership role
• Previous experience at a SaaS company supporting technical products or cybersecurity solutions
• Experience developing enablement materials and delivering webinars and training at scale
• Comfortable using MySQL, Looker, Tableau, or similar tools, and Salesforce
• 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
• 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

Benefits

• Competitive compensation
• 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
• $500 stipend for home office setup
• Learning and development budget at your discretion to support your growth