Customer Success Manager

At SmartBear, we deliver the complete visibility developers need to make each release better than the last. Our award winning and industry favorite tools TestComplete, Swagger, Cucumber, ReadyAPI, Zephyr are trusted by over 16 million developers, testers, and software engineers at 32,000+ organizations – including world-renowned innovators like Adobe, JetBlue, FedEx, and Microsoft.  

Customer Success Manager - North America

Join our dynamic team in SmartBear headquarters in Somerville, Massachusetts as a Customer Success Manager, reporting into the VP of Customer Lifecycle, where you'll have the opportunity to make a significant impact. 

In this role, you'll forge long-term, trusted partnerships with key leaders and influencers across your portfolio, positioning SmartBear as a strategic partner rather than just a vendor. You'll play a critical role in driving the adoption, optimization, and integration of SmartBear products, ensuring customers achieve maximum value from our solutions. Collaborating closely with internal teams like Sales, Renewals, Marketing, Support, and Product, you'll help create a seamless customer journey from purchase through renewal.  

This is a fantastic opportunity for a driven professional to grow within a global organization, making a meaningful difference for our customers and advancing your career in the process. 

Successful candidates are required to be on site in the Somerville office min 3 days a week. 

As a Customer Success Manager for SmartBear you will: 

• Proactively engage with enterprise customers, to build, maintain, and expand relationships, ensuring an exceptional experience throughout the customer lifecycle. 
• Position SmartBear as a strategic partner by aligning our solutions with customer goals and driving product adoption and optimization. 
• Monitor customer usage and health, providing recommendations for improvement and growth. 
• Conduct regular business reviews to ensure value realization and strengthen relationships. 
• Serve as the voice of the customer, sharing insights with internal teams to drive product evolution and address root causes impacting customer satisfaction. 
• Collaborate with internal teams (Sales, Renewals, Marketing, Support, Product) to ensure a seamless customer experience, collaborating closely in Renewal and Upsell opportunities. 
• Track key performance metrics to measure customer engagement and success, using data to inform strategies and drive continuous improvement. 
• Gain a deep understanding of the broader SmartBear portfolio, including various licensing and deployment models, to enhance and optimize the customer experience. 

We are looking for you if you have: 

• Min 3-5 years in Customer Success, Account Management, or a similar customer-facing role, preferably within the software or tech industry. 
• Strong commitment to delivering exceptional customer experiences and building long-term relationships. 
• Excellent verbal and written communication skills, with the ability to engage and influence stakeholders at all levels. 
• Strong analytical skills with a proactive approach to identifying and resolving customer issues. 
• Proven ability to work effectively with cross-functional teams, including Sales, Marketing, Product, and Support. 
• Ability to understand customer business needs and align them with SmartBear’s solutions to drive value. 
• Comfortable with software products and technologies; able to quickly learn and effectively communicate technical concepts. 
• Proficient in using data to track customer health metrics and inform decision-making. 
• Ability to thrive in a fast-paced, dynamic environment with changing priorities. 
• Based in Somerville, MA with the ability to travel within North America as needed. 

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 and Bangalore, India.  
• We’ve won major industry (product and company) awards including B2B Innovators Award, Content Marketing Association, IntellyX Digital Innovator and BuiltIn Best Places to Work. 

SmartBear is an equal employment opportunity employer and encourages success based on our individual merits and abilities without regard to race, color, religion, gender, national origin, ancestry, mental or physical disability, marital status, military or veteran status, citizenship status, age, sexual orientation, gender identity or expression, genetic information, medical condition, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), or any other legally protected status. 

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