Customer Success Manager

QA Wolf, a forward-thinking company dedicated to eradicating software bugs through advanced automated testing, is seeking a strategic Customer Success Manager. This role is pivotal in nurturing client relationships, championing product adoption, and ensuring sustained value for our customers. You will serve as a key advisor, guiding clients through their journey from onboarding to expansion, and leveraging your expertise in QA and automated testing best practices. This is a remote-first opportunity within the United States, ideal for a proactive individual who thrives in a dynamic startup environment.

Key Responsibilities:

• Manage a portfolio of 20–25 customers, overseeing onboarding, adoption, renewal, and expansion phases.
• Deeply understand customer goals and workflows to drive tangible business outcomes and long-term value.
• Act as a trusted advisor, offering expert insights on QA and automated testing best practices.
• Develop and implement success plans that clearly articulate the link between product usage and client business impact.
• Cultivate and maintain strong alignment with both technical and executive stakeholders within client organizations.
• Proactively identify potential risks, adeptly handle objections, and manage escalations with precision and urgency.
• Collaborate cross-functionally with sales, product, and engineering teams to gather feedback and enhance the overall customer experience.
• Take ownership of forecasting, renewals, and identifying expansion opportunities across your assigned accounts.
• Achieve defined targets for Net Dollar Retention (NDR) and Gross Dollar Retention (GDR).

Qualifications:

• A minimum of 3 years of experience as a Customer Success Manager or Account Executive, managing full-lifecycle customer relationships within a technical SaaS context, involving multiple stakeholders.
• Demonstrated success in carrying a quota for renewals and/or expansions, with a proven history of driving customer retention and growth.
• Proficiency in engaging effectively with VP- and C-level stakeholders, particularly within Product, Engineering, and QA departments.
• A strong aptitude for succeeding in early-stage startups, characterized by a need for adaptability, ownership, and proactive initiative.
• Strategic thinking capabilities, with the ability to connect product value directly to customer business outcomes.
• Alignment with our core company values.

Benefits:

• Comprehensive medical, dental, and vision insurance (100% coverage).
• Generous personal time off (PTO) of 28 days.
• A remote-first culture, empowering you to work virtually from anywhere in the United States.