Senior Customer Success Manager (AMER)

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.
Responsibilities

• 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.

• 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

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.