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 30,000 teams around the globe, including Fortune Global 500 companies such as PwC, KPMG, and Abbott. Katalon is recognized as a top automation tool by prestigious review sites such as G2, Gartner, Capterra, and IT Central Station.
Our fast-growing SaaS testing platform is looking to add an experienced Technical Account Manager to our team to drive customer adoption, engagement, and success.
We are seeking a strategic leader to innovate and scale our global Scaled Customer Success function. This individual will be responsible for our digital customer segment, driving adoption, retention, and risk mitigation. They will lead initiatives to develop customer-centric playbooks, programs, and engagement models that optimize customer outcomes at scale. As a key innovator, this leader will enhance efficiency through automation, technology, and best practices, influencing the broader customer success and experience strategy while ensuring sustainable growth. In addition, this leader will also be responsible to lead and execute impactful programs, building processes, templates and training materials for up-leveling the skills of the customer success teams. Success is measured by the overall business impact of these programs.

REQUIREMENTS

• Develop and execute a global Scaled Customer Success strategy that aligns with company goals and customer needs.
• Lead, mentor, and optimize a pooled CSM team, defining processes and engagement models to efficiently support a high volume of customers.
• Create scalable programs to improve adoption, mitigate risk, and enhance retention through data-driven insights.
• Implement nd refine best practices, playbooks, automation, and digital touchpoints to maximize efficiency and customer impact.
• Leverage data and analytics to track success, identify trends, and drive continuous improvements in customer engagement.
• Enhance cross-functional collaboration, working with Customer Success, Operations, Marketing, Product, and Sales to ensure a seamless customer journey and minimize friction points.
• Partner with Product to build in-product digital workflows to improve product adoption for these customers
• Content Creation: Partner with the enablement team to build customer success frameworks, templates and playbooks.
• Process Improvement: Identify and implement best practices, process improvements and training to enhance consistency, scalability, and efficiency across different customer journey touchpoints.

WHY JOIN US?

If you’re looking for a role where you can blend technical expertise with customer advocacy, work with some of the largest enterprises globally, and help shape the future of test automation, Katalon is the perfect place for you!
Apply now and be part of a company that is revolutionizing software quality assurance!

Please refer the Job description for details