The Role
Own enterprise B2B SaaS customer relationships across the US and EMEA, leading onboarding, adoption, executive reviews, renewals, expansions, escalations, advocacy, and account health management. Build the company’s customer success playbook and processes from scratch, collaborate with Sales and Product, translate customer needs into requirements, and drive measurable customer outcomes.
Summary Generated by Built In
About Testsigma
Testsigma is building the world's first Quality Intelligence Platform — the infrastructure layer that sits between every code change and every confident release. We help QA teams run test automation at speed and scale, without coding expertise, using plain English. Our customers include Cisco, Samsung, Bosch, Honeywell, and hundreds of leading QA teams globally. AI is rewriting software faster than at any point in history. Code that used to take a quarter now ships in a week. The gap between how fast software is built and how confidently it can be released that's the problem Testsigma exists to close. We are backed by Accel, MassMutual, and Strive, and headquartered in San Francisco with engineering teams in Bangalore.
WHY THIS ROLE EXISTS
We have a growing portfolio of enterprise accounts across the US and EMEA that have made real commitments to Testsigma. This is a founding-seat CSM role — you will own relationships end-to-end, build the CS playbook from scratch, and set the standard for post-sale excellence at this company. You report directly to the CEO. The Quality Intelligence category is consolidating now. The customers who land with Testsigma in the next 12 months will be the lighthouse accounts that define the category. The CSM who owns this period owns the reference stories and the expansion base that the next phase of growth is built on.
WHAT YOU WILL OWN
- Own a named portfolio of enterprise accounts — know the health score, stakeholder map, contract terms, and renewal date for every account without looking it up
- Run structured onboarding for every new account and hold the plan accountable through go-live
- Track product usage signals and intervene before customers disengage — proactively address health concerns before they become churn risks
- Conduct executive business reviews (QBRs/EBRs) with C-level and senior stakeholders to track evolving objectives and demonstrate value
- Own the renewal conversation and identify expansion opportunities — work with Sales to close upsells and cross-sells
- Manage escalations end-to-end — don't forward them, own them through to resolution
- Identify product usage gaps and consult customers on actionable solutions; contribute structured feedback to the product roadmap
- Drive customer advocacy — case studies, references, reviews, testimonials, customer meetups, and webinars
- Build and refine CS processes and playbooks that don't yet exist — leave the function more structured than you found it
- Collaborate with Account Managers and AEs on upselling, cross-selling, and customer success plans based on desired outcomes
MUST-HAVE REQUIREMENTS
- 5–8 years of B2B SaaS Customer Success experience, with a focus on US and EMEA customers
- Startup experience — at a company below 300 people where CS processes were being built, not inherited
- Enterprise CSM experience — managing accounts above $50K ARR with multi-stakeholder buying groups
- Demonstrated C-level and senior executive engagement — you have personally led and maintained executive relationships as the account owner
- Proven renewal ownership — you have personally led renewal conversations with multi-stakeholder enterprise accounts
- CS platform fluency — Gainsight, Totango, ChurnZero, or equivalent — with hands-on configuration experience
- Exceptional written and verbal communication in English — to work effectively with global customers
- Experience with technical buyers or developer-facing products — comfortable navigating conversations with engineering leaders and CTOs
- Structured QBR and executive communication skills — you have run QBRs that change what the customer does next
- Strong problem-solving and analytical skills — ability to derive actionable insights from data and translate customer needs into internal requirements
GOOD-TO-HAVE SKILLS
- Experience with testing, QA, DevOps, or developer tooling products
- Familiarity with AI-native products or selling into engineering teams
- Ability to translate customer needs into clear technical requirements for product and engineering
- Exposure to product-led growth motions — usage-based onboarding, activation metrics, PLG expansion
- Experience managing customers across multiple segments — SMB, mid-market, and enterprise
- Comfort with data — pulling usage reports, building churn risk models, reading product analytics dashboards
- Experience running VOC programs or formalised customer advisory boards
- Graduation in Science, Engineering, or Commerce from an accredited college or university (postgraduate is a plus)
WHAT THIS ROLE IS NOT
- It is not a support role — you own outcomes, not tickets.
- It is not a role for someone who needs to be told what to do next — the playbook doesn't exist yet, you're building it.
- It is not post-sale maintenance mode — you own expansion as much as retention.
- It is not a stepping stone inside three years — we're looking for someone who wants to own and build this function.
WHAT WE OFFER
- Competitive salary + performance bonus
- 100% company-paid medical insurance
- Daily catered lunch and free snacks
- Flat hierarchy — direct access to founders and leadership
- Flexible working hours
Skills Required
- 5–8 years of B2B SaaS Customer Success experience focused on US and EMEA customers
- Startup experience at a company with fewer than 300 employees where Customer Success processes were built from scratch
- Enterprise CSM experience managing accounts above $50K ARR with multi-stakeholder buying groups
- Experience personally leading and maintaining C-level and senior executive relationships
- Proven ownership of renewal conversations with multi-stakeholder enterprise accounts
- Hands-on configuration experience with Gainsight, Totango, ChurnZero, or an equivalent Customer Success platform
- Exceptional written and verbal English communication skills
- Experience with technical buyers or developer-facing products, including engineering leaders and CTOs
- Experience running structured QBRs and executive communications
- Strong problem-solving and analytical skills, including deriving insights from data and translating customer needs into internal requirements
- Experience with testing, QA, DevOps, or developer tooling products
- Familiarity with AI-native products or selling into engineering teams
- Ability to translate customer needs into clear technical requirements for Product and Engineering
- Exposure to product-led growth motions, usage-based onboarding, activation metrics, or PLG expansion
- Experience managing SMB, mid-market, and enterprise customer segments
- Comfort pulling usage reports, building churn risk models, and reading product analytics dashboards
- Experience running Voice of Customer programs or formalized customer advisory boards
- Bachelor’s degree in Science, Engineering, or Commerce from an accredited college or university
- Postgraduate education
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The Company
What We Do
Testsigma is a low-code, test automation platform for end-to-end testing that works out of the box. It's built to enable Agile teams to collaboratively plan, develop, execute, analyze, debug, and report on their automated testing—for websites, native Android and iOS apps, and APIs. The platform is built with Java, but the automated tests are code-agnostic. Through built-in NLP Grammar, teams can automate user actions in simple English or generate airtight test scripts with the Test Recorder. It has built-in visual testing, generators for parametrized or data-driven testing, a test lab on cloud, integrations with CI tools, and an AI that automatically fixes unstable elements, isolates regression-affected scripts, and provides suggestions for quick RCA on test failure. Testsigma can replace tens of different tools in the QA toolchain to enable teams to test easily throughout their continuous delivery pipeline. Visit: https://testsigma.com/ Join Discord: https://discord.gg/XeFFxHa6km For Testsigma Open Source: https://github.com/testsigmahq/testsigma For Testsigma Cloud version: https://testsigma.com/signup
