Customer Success Manager

Customer Success Manager (Migrations)

• Lead structured customer transition programs from legacy products to SmartBear’s strategic growth platforms.
• Drive onboarding, enablement, and measurable adoption outcomes post-transition.
• Partner cross-functionally to ensure seamless execution and long-term customer success.

 About the Role 

• Partner with Customer Marketing, Product Management, and Product Marketing to identify and engage targeted customer cohorts for strategic product transitions.
• Own end-to-end pre-migration readiness planning, including stakeholder alignment, milestone tracking, communication planning, and risk management.
• Project manage transition timelines, ensuring customers and internal teams are aligned and prepared for migration events.
• Coordinate cross-functional execution with Support, Product, Sales, and Marketing to deliver smooth transition experiences.
• Drive post-migration onboarding, enablement, and early-stage adoption of the new platform.
• Translate customer technical requirements, workflows, and use cases into actionable insights for Product and internal stakeholders.
• Act as a technical liaison, clearly communicating product architecture, integration considerations, and best practices.
• Monitor usage signals, health indicators, and lifecycle milestones to proactively drive value realization and adoption.
• Support the long-term engagement strategy by transitioning customers into scaled or hybrid Customer Success models once adoption objectives are achieved.
• Collaborate effectively across global teams and time zones to ensure coordinated execution.

 We are looking for you if you have 

• 3–6 years of experience in Customer Success, Technical Account Management, Solutions Consulting, or a similar customer-facing SaaS role.
• Strong technical aptitude with the ability to understand system architecture, APIs, integrations, and customer workflows.
• Experience working with developer-focused, QA/testing, API, or technical SaaS products preferred.
• Proven experience managing structured projects with defined milestones, stakeholders, and timelines.
• Ability to translate technical and business requirements between customers and internal teams.
• Strong analytical skills with experience interpreting product usage data and health indicators to drive action.
• Excellent written and verbal communication skills, with confidence engaging technical and non-technical stakeholders.
• Comfort working in distributed, cross-regional environments.

 Why you should join the SmartBear crew 

• You can grow your career at every level.
• We invest in your success as well as the spaces where our teams come together to work, collaborate, and have fun.
• We love celebrating our SmartBears; we even encourage our crew to take their birthdays off.
• We are guided by a People and Culture organization - an important distinction for us. We think about our team holistically – the whole person.
• We celebrate our differences in experiences, viewpoints, and identities because we know it leads to better outcomes.

 Did you know? 

• Our main goal at SmartBear is to make our technology-driven world a better place.
• SmartBear is committed to ethical corporate practices and social responsibility, promoting good in all the communities we serve.
• SmartBear is headquartered in Somerville, MA with offices across the world including Galway Ireland, Bath, UK, Wroclaw, Poland, Ahmedabad and Bangalore India.
• We’ve won major industry (product and company) awards including B2B Innovators Award, Content Marketing Association, IntellyX Digital Innovator and Built-in Best Places to Work.

SmartBear is committed to creating an inclusive workplace for employees where all individuals are treated with respect and dignity. We are an equal opportunity employer and make employment decisions based on merit, qualifications, and business needs. We do not discriminate on the basis of race, color, religion, sex, national origin, age, gender, disability, veteran status, sexual orientation, or any other protected status under applicable laws. We are dedicated to fostering a workplace that reflects a diversity of thought and experience as well as our values of being smart, open, driven, accountable, and curious.

#LI-AC2