Customer Success Manager

About Rootle

Rootle.ai is a phone-based conversational AI company, shaping the future of recruitment and customer experience.

Role Overview

As the first Customer Success Manager at Rootle.ai, you will play a pivotal role in driving customer success across our phone-based conversational AI technology.

You will establish long-lasting relationships with customers, ensuring smooth onboarding, seamless implementation, and fostering high adoption rates.

You'll be the voice of the customer within Rootle advocating for their needs, maximizing value, and ensuring customer satisfaction.

As Rootle grows, you will have the opportunity to build and scale the customer success team, shaping its culture and processes to ensure continued customer success.

Key Responsibilities

Customer Relationship Management: Own and nurture the end-to-end customer journey, including onboarding, training, implementation, adoption, retention, and satisfaction.

Become a trusted advisor to clients, ensuring that Rootle's voice AI technology brings continued value.

Consultative Guidance: Use a consultative approach to help clients optimize their use of our voice AI platform, addressing technical challenges and identifying areas for growth.

Collaborative Problem Solving: Work closely with internal teams to resolve customer issues and ensure timely delivery of solutions.

Documentation: Develop and maintain best practices for customer success and create support content (e.g., FAQs, user guides) to empower clients and drive self-sufficiency.

Customer Feedback & Improvement: Gather and analyse customer feedback and product usage data, identifying opportunities for continuous improvement and driving product enhancements.

Internal Communication: Serve as the voice of the customer within Rootle, providing insights to senior management to inform product development and company strategies.

Client Growth & Retention: Work proactively to ensure high customer retention and satisfaction while identifying upsell and cross-sell opportunities where applicable.

Collaboration with Sales & Marketing: Partner with the sales and marketing teams to create customer case studies and references, helping to amplify customer success stories.

Required Skills & Experience

3-5 years of experience in customer success or customer service, preferably in a tech or SaaS environment.

Strong communication skills, both written and verbal, with a demonstrated ability to build relationships and drive customer success.

Analytical mindset, with the ability to assess customer needs, measure satisfaction, and suggest improvements.

Proficiency in handling technical product setups, troubleshooting, and collaboration with development teams.

Experience in working cross-functionally, managing multiple priorities in a fast-paced, deadline-driven environment.

A proactive, self-motivated team player with the ability to think strategically and solve problems independently.

Preferred Qualifications

Bachelors degree.
Familiarity with helpdesk tools, especially Zoho Desk or similar platforms.