Customer Success Manager, Swooped, US

About Our Client

Our client is the enterprise SaaS leader of AI-driven, low-code test automation that empowers high-velocity software teams to embed automated end-to-end tests into the entire development lifecycle. Customers benefit from a unified platform for easily creating, executing, and maintaining reliable browser, API and mobile web tests that result in faster delivery of high-quality, business critical applications.

Our client provides an AI-powered, low-code test automation platform that simplifies testing across web, mobile, API, accessibility, and performance, helping organizations of all sizes accelerate release cycles and integrate testing into development pipelines with ease.

It is a recognized industry leader, having won its 5th AI Breakthrough Award, and is known for a strong culture emphasizing flexibility, well-being, and collaboration. The company values drive, authenticity, support, and insight, fostering transparency, empathy, and an environment where employees can bring their authentic selves to work. It is actively seeking innovators and community builders to join its growing team.

About The Role

Our client is looking for an experienced Customer Success Manager to focus on its enterprise customers. The ideal candidate will have experience as an Account Manager working with large clients and a passion for building relationships that make customers the biggest promoters.

Key Responsibilities

• Support customers throughout their journey with the platform to ensure they achieve their goals
• Onboard new customers to the platform including hands-on training and guidance with best practices
• Engage with customer executives and key stakeholders to identify, track, and measure the platform's impact
• Lead Quarterly Business Reviews with commercial clients
• Identify expansion opportunities and partner closely with the sales team to execute
• Facilitate customer retention and the execution of renewals
• Collaborate with the product team, conducting ongoing product feedback sessions and partnering to translate customer suggestions into product requirements
• Monitor customer health including metrics and usage trends to proactively engage with customers

Required Qualifications

• 2-3 years experience as an Account Manager at a B2B SaaS company
• Excellent written and verbal communications
• Comfortable with technology (bonus if you have experience with CSS, HTML)
• Motivated and strategic in finding expansion opportunities within accounts
• Strong analytical skills, with a bias for using data to identify trends and opportunities
• Passionate about working at a growing startup and learning new technologies

Working Here

• The organization embraces hybrid and remote work across the US and around the world.
• The team has many members spread across the world in multiple countries and continents.
• Teams get together annually to foster lasting personal relationships and members are encouraged to visit the Boston office when possible.
• A Diversity, Equity, and Inclusion committee drives budgeted initiatives across all facets of the company, including recruiting, onboarding, education, and celebrations.
• The organization has won a number of awards for its work and culture.
• The company invests significantly in benefits and perks, including generous parental leave, rich health benefits, and employee wellness and collaboration perks.
• The organization values its employees and shows appreciation through rewards and recognition programs.

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”