Offer summary

Qualifications:

8+ years of experience in Customer Success or Digital Customer Experience, with at least 3 years in a leadership role., Proven experience in building and scaling customer success programs within a pooled or scaled model., Strong knowledge of customer journey frameworks and lifecycle automation., Excellent analytical skills and ability to use data for decision-making..

Key responsabilities:

Develop and execute a global Scaled Customer Success strategy aligned with company goals.

Lead and mentor a pooled Customer Success Management team to support a high volume of customers.

Create scalable programs to improve customer adoption, retention, and mitigate risks using data-driven insights.

Enhance cross-functional collaboration to ensure a seamless customer journey and minimize friction points.

Job description

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.

What You Need To Succeed:

8+ years of experience in Customer Success, Digital Customer Experience, or a related field, with at least 3 years in a leadership role.
Proven experience in building and scaling customer success programs within a pooled or scaled customer success model.
Deep understanding of customer journey frameworks, segmentation, and lifecycle automation.
Strong knowledge of CS technology, tools, and best practices (e.g., Gainsight, community platforms, in-app messaging, AI-driven engagement).
Excellent analytical skills with the ability to use data to drive decision-making and prioritize high-impact initiatives.
Strong leadership and change management skills, with a passion for innovation and operational excellence.
Ability to thrive in a fast-paced, evolving environment and design an org structure that enables long-term growth.
A collaborative mindset with the ability to influence and bring innovation to peers across the organization.

Benefits

At Katalon, we bring together self-starting, open-minded, and talented people while actively promoting a transparent and growth-enabling working environment.

• Attractive compensation package with achievable and compelling Quarterly Performance Bonus (modeled at 90% of gross monthly salary).

• Self-Managed Paid Time Off (PTO) – We trust our employees to manage their time responsibly.

• 100% company-paid Medical, Dental, & Vision insurance for employees and their dependents.

• 401(k) retirement plan with company match.

• A diverse, inclusive, and collaborative work environment where innovation and growth are encouraged.

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!

Required profile