CSM Customer Success Manager

As a Customer Success Manager at Testsigma, you will be responsible for owning relationships with a named portfolio of enterprise accounts in the US and EMEA. You will play a crucial role in building the Customer Success playbook from scratch and setting the standard for post-sale excellence at the company. Your key responsibilities will include:

• Knowing the health score, stakeholder map, contract terms, and renewal date for every account in your portfolio without needing to look it up
• Running structured onboarding processes for every new account and ensuring accountability through go-live
• Tracking product usage signals to proactively address health concerns before they become churn risks
• Conducting executive business reviews (QBRs/EBRs) with C-level and senior stakeholders to track evolving objectives and demonstrate value
• Owning the renewal conversation and identifying expansion opportunities, collaborating with Sales to close upsells and cross-sells
• Identifying product usage gaps, consulting customers on actionable solutions, and driving customer advocacy through various means such as case studies, references, reviews, and webinars
• Collaborating with Account Managers and AEs on upselling, cross-selling, and customer success plans based on desired outcomes

Qualifications required for this role include:

• 58 years of B2B SaaS Customer Success experience, focusing on US and EMEA customers
• Startup experience in a company below 300 people where CS processes were built
• Enterprise CSM experience managing accounts above $50K ARR with multi-stakeholder buying groups
• Demonstrated C-level and senior executive engagement, leading and maintaining executive relationships as the account owner
• Proven renewal & Expansion ownership with multi-stakeholder enterprise accounts
• Exceptional written and verbal communication skills in English to effectively work with global customers
• Experience with technical buyers or developer-facing products, navigating conversations with engineering leaders and CTOs
• Strong problem-solving and analytical skills to derive actionable insights from data and translate customer needs into internal requirements
• Experience with testing, QA, DevOps, or developer tooling products
• Experience managing customers across multiple segments such as SMB, mid-market, and enterprise
• Comfort with data analysis, pulling usage reports, building churn risk models, and reading product analytics dashboards
• Experience running VOC programs or formalized customer advisory boards
• Graduation in Science, Engineering, or Commerce from an accredited college or university (postgraduate is a plus)

Additionally, please note that this role is not a support role, post-sale maintenance mode, or a stepping stone position. You will be expected to own outcomes, build the playbook, and focus on both expansion and retention. The company offers a competitive salary, performance bonus, 100% company-paid medical insurance, and flexible working hours. As a Customer Success Manager at Testsigma, you will be responsible for owning relationships with a named portfolio of enterprise accounts in the US and EMEA. You will play a crucial role in building the Customer Success playbook from scratch and setting the standard for post-sale excellence at the company. Your key responsibilities will include:

• Knowing the health score, stakeholder map, contract terms, and renewal date for every account in your portfolio without needing to look it up
• Running structured onboarding processes for every new account and ensuring accountability through go-live
• Tracking product usage signals to proactively address health concerns before they become churn risks
• Conducting executive business reviews (QBRs/EBRs) with C-level and senior stakeholders to track evolving objectives and demonstrate value
• Owning the renewal conversation and identifying expansion opportunities, collaborating with Sales to close upsells and cross-sells
• Identifying product usage gaps, consulting customers on actionable solutions, and driving customer advocacy through various means such as case studies, references, reviews, and webinars
• Collaborating with Account Managers and AEs on upselling, cross-selling, and customer success plans based on desired outcomes

Qualifications required for this role include:

• 58 years of B2B SaaS Customer Success experience, focusing on US and EMEA customers
• Startup experience in a company below 300 people where CS processes were built
• Enterprise CSM experience managing accounts above $50K ARR with multi-stakeholder buying groups
• Demonstrated C-level and senior executive engagement, leading and maintaining executive relationships as the account owner
• Proven renewal & Expansion ownership with multi-stakeholder enterprise accounts
• Exceptional written and verbal communication skills in English to effectively work with global customers
• Experience with technical buyers or developer-facing produc