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Customer Service
Senior Customer Success Manager
@Katalon, Inc.
[Hiring] Senior Customer Success Manager @Katalon, Inc.
Apr 02, 2025 - Katalon, Inc. is hiring a remote Senior Customer Success Manager. 💸 Salary: unspecified. 📍Location: India.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
- Own a portfolio of enterprise accounts and build long-term, strategic partnerships across multiple levels of the customer organization.
- Build and maintain deep, multi-threaded relationships across customer organizations—from practitioners to the C-suite.
- Facilitate high-impact Executive Business Reviews, aligning Katalon’s value to customer KPIs and business objectives.
- Translate customer goals and Katalon usage data into actionable success plans and business outcomes.
- Develop and deliver compelling value stories that reinforce the ROI of the Katalon platform.
- Identify Customer Success Qualified Leads (CSQLs) for expansion opportunities and partner with Account Managers to drive growth.
- Proactively manage adoption and usage to ensure customers realize full value from Katalon across their teams.
- Monitor customer health signals and lead proactive interventions when risks are detected.
- Own and execute strategic save plays when customer relationships or adoption trends indicate potential churn.
- Be the voice of the customer within Katalon. Partner with Product, Support and Engineering to advocate for customer needs.
- Contribute to the development of high-touch engagement playbooks, templates and scalable best practices.
- Share insights and learnings across the CS team to help level up our collective impact.
Qualifications
- Customer-first mindset with a proven ability to build relationships and earn trust across all levels of an organization.
- Strong business acumen and experience articulating value in a way that aligns with customer goals and KPIs.
- Excellent communication and storytelling skills, especially when presenting to executive stakeholders.
- Experience identifying expansion opportunities and working with Sales or AM teams to close them.
- Proactive in setting and managing expectations with customers, ensuring alignment on goals, timelines and responsibilities.
- Comfortable managing change and navigating complex org structures.
- At least 3 years prior experience in Customer Success or equivalent history of driving customer outcomes, retention and revenue growth.
- Familiarity with software development, QA, or DevOps environments is a plus.
Benefits
- 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!
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| 📍 | Be aware of the location restriction for this remote position: India |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
India
|
|
Job Type
full-time
|
Posted
Apr 02, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: India |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
