Strategic Customer Success Manager (Technical AM / Solutions Engineeer)

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