Customer Success Manager

2 weeks ago

Bengaluru, Karnataka, India Testsigma Full time ₹ 15,00,000 - ₹ 25,00,000 per year

About Testsigma

Testsigma makes it fast and easy for QA teams to run test automation at speed and scale without coding expertise. We do this by empowering everyone in the team to author test cases using plain English statements and run the tests across thousands of browsers and devices. Unlike legacy test automation frameworks, Testsigma does not require knowledge of coding, thus enabling QA teams of all sizes to start automating their tests in weeks as opposed to months. Hundreds of leading QA teams across the world use Testsigma's low-code test automation platform to release quality software at speed and scale. Some notable customers of Testsigma include Cisco, Samsung, Bosch, Honeywell, and American Psychological Association. Testsigma is headquartered in San Francisco with engineering teams in Bangalore. Testsigma is backed by marquee investors like Accel, MassMutual and Strive.

Requirements for Enterprise CSM:

  • 6-10 years of experience in B2B SaaS Customer Success, focused on US & EMEA customers.
  • Should have experience in engaging with C-level and Senior Executives.
  • Graduation in Science, Engineering, and Commerce fields from an accredited college or university. A postgraduate degree would be beneficial.

Key Responsibilities:

  • Build value-based relationships with the customer stakeholders, build them into champions and advocates.
  • Own the customer journey, and ensure product adoption, renewal, and identification of expansion opportunities.
  • Facilitate user onboarding and ensure optimum usage of the product by the users.
  • Identify product usage gaps and consult with the customer on the actionable solutions.
  • Monitor customer health metrics and proactively address any issues or concerns.
  • Conduct regular executive business reviews to keep track of evolving customer objectives and showcase value.
  • Contribute to the refinement of the product roadmap.
  • Collaborate closely with Account Managers and Account Executives to identify and close opportunities for upselling, cross-selling, and development of customers' success plans based on their desired outcomes.
  • Drive customer advocacy through reviews, testimonials, references, customer meetups, webinars, case studies, etc.
  • Optimize existing processes within the organization and actively enhance all customer success initiatives.

Must-Have Skills:

  • Exceptional ability to communicate and foster positive business relationships with customers as well as internal stakeholders.
  • Handling enterprise customers or large enterprise customers.
  • Exemplary written and verbal communication skills to work with global customers.
  • Experience working with at least any Customer Success tools like Gainsight, Totango, ChurnZero, or similar ones.
  • Strong problem-solving and analytical skills with the ability to derive actionable insights and recommendations from data.
  • Proven track record of driving customer success and retention
  • Ability to work across varied customer segments.
  • Good understanding of SaaS and business processes

Good-to-Have Skills:

  • Ability to translate customer needs into technical requirements for internal stakeholders.
  • Has worked with global customers, and across different segments in the past.

Benefits

  • Attractive salary + Bonus
  • Flexible working hours
  • 100% company-paid medical insurance
  • Daily catered lunch, free snacks, etc.
  • Flat hierarchy.

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