Customer Success Lead

Who are we and what do we do?

BrowserStack is the world's leading cloud-based software testing platform, empowering over 50,000 customers—including Amazon, Microsoft, Meta, and Google—to deliver high-quality software at speed. Founded in 2011 by Ritesh Arora and Nakul Aggarwal, the company has grown to support more than two million tests daily across 22 global data centers, providing instant access to 35,000+ real devices and browsers.

With over 1,200 employees and a remote-first approach, BrowserStack operates at the intersection of scale, reliability, and innovation. Its suite of products spans manual and automated testing, visual regression, accessibility, and test management—all designed to simplify the testing process for modern development teams. Behind the scenes, BrowserStack continues to push the boundaries with AI capabilities like smart test case generation and design, flakiness detection, auto-healing and more —helping teams reduce maintenance overhead, debug faster, and catch issues earlier in the development lifecycle.

Recognized for its innovation and growth, BrowserStack has been named to the Forbes Cloud 100 list for four consecutive years. With backing from investors like Accel, Bond, and Insight Partners, the company continues to expand its product offerings and global footprint. Joining BrowserStack means being part of a mission-driven team dedicated to shaping the future of software testing.

Location

This is a remote opportunity. But the base location of the role holder has to be Pune.

Role in nutshell:
Driving customer advocacy, you will assist clients to realise value from BrowserStack's product portfolio, and help them use our products to meet their goals. With a solid understanding of technology, you will manage multiple stakeholders, drive customer engagement at key points in the customer journey, and onboard and adopt our products. 

Desired experience:

• 7-10 years of experience in Customer Success/Customer facing role

• Extensive experience in Customer Lifecycle Management, from onboarding to retention.

• Skilled in conducting training sessions and leveraging playbooks for smooth adoption.

• Proficient in driving product usage through check-ins, adoption insights, and engagement tracking.

• Strong track record in cross-sells, up-sells, and renewals alongside AEs.

• Experienced in churn prevention, proactive renewals, and resolving customer concerns.

• Background in complex technology products with a deep understanding of business environments.

• Excellent communication skills across email, phone, and in-person interactions.

• Adept at identifying business needs, process gaps, and translating them into opportunities.

• Ability to demonstrate ROI to both technical and executive audiences.

• Flexible to work in shifts; QA/testing experience is a plus.

• Manage multiple priorities for enterprise and strategic customers.

• Onboard and train customers for effective platform usage.

• Deliver personalized product demos and webinars.

• Identify risks and implement mitigation strategies for retention and growth.

• Collaborate with AE/Renewals teams to ensure seamless renewals.

• Lead quarterly/monthly reviews, offering best practices and guidance.

• Foster customer advocacy within your portfolio.

Benefits:

In addition to your total compensation, you will be eligible for following benefits, which will be governed by the Company policy:

• Medical insurance for self, spouse, upto 2 dependent children and Parents or Parents-in-law up to INR 5,00,000

• Gratuity as per payment of Gratuity Act, 1972

• Unlimited Time Off to ensure our people invest in their wellbeing, to rest and rejuvenate, spend quality time with family and friends

• Remote-First work environment that allows our people to work from home

• Remote-First Allowance for home office setup, connectivity, accessories, co-working spaces, wellbeing to ensure an amazing remote work experience