Strategic Customer Success Manager (Technical AM / Solutions Engineer)

Posted 4 Days Ago
Be an Early Applicant
Atlanta, GA
Senior level
Information Technology • Software
The Role
As a Strategic Customer Success Manager at Katalon, you will manage a portfolio of strategic customers, ensuring they gain maximum value from their Katalon subscription through onboarding, regular engagement, and tailored support. You'll leverage product usage data to provide actionable insights, collaborate with teams for customer success initiatives, and mentor junior team members.
Summary Generated by Built In

Description

Founded in 2016, Katalon is the leading provider of a modern, comprehensive quality management platform. Katalon Platform enables quality assurance, DevOps, and software teams of any size to deliver world-class customer experiences faster, easier, and more efficiently.

Since its first launch, Katalon has experienced tremendous growth, serving more than 100,000 users across 30,000 teams, many of which are in the Fortune Global 500, such as PwC, KPMG, Abbott, etc. Katalon is recognized as a top automation tool by prestigious review sites, such as Gartner, Capterra, and IT Central Station. 

Internal Role Title: Lead Customer Success Manager

Responsibilities

  • Own a book of strategic customers, with a focus on building trusted relationships with customers and helping them get the most of their Katalon subscription
  • Responsible for onboarding including hosting kick-off calls and check-in meetings and providing end users with the resources they need to get started with Katalon
  • Establish regular touchpoints with assigned customers per the established SLAs, to review progress against strategic and technical objectives
  • Translate customer product usage data into actionable advice for customers
  • Ability to showcase ROI and value outcomes delivered
  • Know the Katalon platform, our more common best practices, and use cases in order to guide the customer
  • Be the Katalon liaison for Katalon questions, issues, or escalations. Collaborate with Support, Product , or other teams as needed
  • Assist in workshops to help strategic customers leverage the full value of Katalon platform
  • Collaborate with Digital CS Team & Testing SME to host customer webinars/office hours
  • Execute save plays for customers are showing decline in usage or are identified as churn risk
  • Support the VP of Customer Success in hiring and building a world class CS team
  • Provide mentorship for Enterprise, Commercial and Scaled CSMs to help them grow in their technical knowledge and provide premium customer experience
  • Maintain and develop high touch engagement playbooks and operational best practices
  • Develop and deliver initiatives aimed at improving team efficiency and effectiveness, solving CSM workflow challenges and driving cross-functional collaboration
Requirements
  • Bachelors in Engineering (Computer Science Preferred)
  • Background or experience as a Software Developer or Quality Engineering with DevOps / Automation Testing experience
  • Experience partnering with customers and building trusted relationships to define and achieve business outcomes
  • Exceptional verbal, written, organizational, presentation, and communications skills
  • Project management skills and experience
  • Change management skill
  • Expectation setting & conflict resolution
  • Good technical, analytic, and problem-solving skills
  • At least 5 years prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention
  • Good knowledge and understanding of software testing & experience working with customers in DevOps/QA space
Benefits

At Katalon, we bring together self-starting, open-minded, and talented people while actively promoting a transparent and growth-enabling working environment. But don’t just take our word for it. Take a better look below!

  • Attractive compensation package
  • Generous time-off
  • Flexible work arrangements
  • Vibrant international working environment
  • Premium healthcare coverage: For both you and your loved ones;
  • Exciting company events: Embark on summer trips, annual parties, team-building activities, and so much more fun are waiting for you.!

Katalon is proud to be an equal-opportunity employer. We care about our people and celebrate our differences. We want to work with talented, collaborative, and innovative people. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other characteristics protected by law.

Top Skills

Computer Science
The Company
HQ: Atlanta, GA
501 Employees
On-site Workplace

What We Do

Katalon is a leading provider in software test automation solutions. We offer a flexible and scalable platform for teams and projects of any size, for any purpose from creating tests, execution, reports, to seamless integration with the CI/CD ecosystem.

Katalon is widely adopted by a global community of users across 160+ countries. We're proud to be recognized as a top automation tool by prestigious reports such as Gartner, SmartBear, Capterra, and more.

Our solutions include Katalon Studio, Katalon TestOps (beta), Katalon Recorder, Katalium, and Katalon plugins.

Katalon is a powerful solution that helps you automate Web, API, Mobile, and Desktop apps — with smart analytics and CI/CD integrations. Get started now!

Similar Jobs

Chewy Logo Chewy

Client Concierge

eCommerce • Healthtech • Pet • Retail • Pharmaceutical
Hybrid
Atlanta, GA, USA
20000 Employees

Warner Bros. Discovery Logo Warner Bros. Discovery

ROC Specialist

Artificial Intelligence • Digital Media • Gaming • Machine Learning • News + Entertainment • Software
Hybrid
Atlanta, GA, USA
40000 Employees

Upgrade, Inc. Logo Upgrade, Inc.

Merchant Support

Automotive • Fintech • Hardware • Payments • Travel • Financial Services
Easy Apply
Hybrid
Atlanta, GA, USA
1850 Employees

UL Solutions Logo UL Solutions

Regional Customer Service Manager

Automotive • Professional Services • Software • Consulting • Energy • Chemical • Renewable Energy
Remote
Hybrid
Atlanta, GA, USA
15000 Employees
100K-135K Annually

Similar Companies Hiring

InCommodities Thumbnail
Renewable Energy • Machine Learning • Information Technology • Energy • Automation • Analytics
Austin, TX
234 Employees
RunPod Thumbnail
Software • Infrastructure as a Service (IaaS) • Cloud • Artificial Intelligence
Charlotte, North Carolina
53 Employees
Hedra Thumbnail
Software • News + Entertainment • Marketing Tech • Generative AI • Enterprise Web • Digital Media • Consumer Web
San Francisco, CA
14 Employees

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account