Customer Success Manager

About Testsigma Testsigma is building the world's first Quality Intelligence Platform - the infrastructure layer that sits between every code change and every confident release. We help QA teams run test automation at speed and scale, without coding expertise, using plain English. Our customers include Cisco, Samsung, Bosch, Honeywell, and hundreds of leading QA teams globally. AI is rewriting software faster than at any point in history. Code that used to take a quarter now ships in a week. The gap between how fast software is built and how confidently it can be released that's the problem Testsigma exists to close. We are backed by Accel, MassMutual, and Strive, and headquartered in San Francisco with engineering teams in Bangalore. WHY THIS ROLE EXISTSWe have a growing portfolio of enterprise accounts across the US and EMEA that have made real commitments to Testsigma. This is a founding-seat CSM role - you will own relationships end-to-end, build the CS playbook from scratch, and set the standard for post-sale excellence at this company. You report directly to the CEO. The Quality Intelligence category is consolidating now. The customers who land with Testsigma in the next 12 months will be the lighthouse accounts that define the category. The CSM who owns this period owns the reference stories and the expansion base that the next phase of growth is built on.

WHAT YOU WILL OWNOwn a named portfolio of enterprise accounts - know the health score, stakeholder map, contract terms, and renewal date for every account without looking it upRun structured onboarding for every new account and hold the plan accountable through go-liveTrack product usage signals and intervene before customers disengage - proactively address health concerns before they become churn risksConduct executive business reviews (QBRs/EBRs) with C-level and senior stakeholders to track evolving objectives and demonstrate valueOwn the renewal conversation and identify expansion opportunities - work with Sales to close upsells and cross-sellsManage escalations end-to-end - don't forward them, own them through to resolutionIdentify product usage gaps and consult customers on actionable solutions; contribute structured feedback to the product roadmapDrive customer advocacy - case studies, references, reviews, testimonials, customer meetups, and webinarsBuild and refine CS processes and playbooks that don't yet exist - leave the function more structured than you found itCollaborate with Account Managers and AEs on upselling, cross-selling, and customer success plans based on desired outcomesMUST-HAVE REQUIREMENTS5-8 years of B2B SaaS Customer Success experience, with a focus on US and EMEA customersStartup experience - at a company below 300 people where CS processes were being built, not inheritedEnterprise CSM experience - managing accounts above $50K ARR with multi-stakeholder buying groupsDemonstrated C-level and senior executive engagement - you have personally led and maintained executive relationships as the account ownerProven renewal ownership - you have personally led renewal conversations with multi-stakeholder enterprise accountsCS platform fluency - Gainsight, Totango, ChurnZero, or equivalent - with hands-on configuration experienceExceptional written and verbal communication in English - to work effectively with global customersExperience with technical buyers or developer-facing products - comfortable navigating conversations with engineering leaders and CTOsStructured QBR and executive communication skills - you have run QBRs that change what the customer does nextStrong problem-solving and analytical skills - ability to derive actionable insights from data and translate customer needs into internal requirementsGOOD-TO-HAVE SKILLSExperience with testing, QA, DevOps, or developer tooling productsFamiliarity with AI-native products or selling into engineering teamsAbility to translate customer needs into clear technical requirements for product and engineeringExposure to product-led growth motions - usage-based onboarding, activation metrics, PLG expansionExperience managing customers across multiple segments - SMB, mid-market, and enterpriseComfort with data - pulling usage reports, building churn risk models, reading product analytics dashboardsExperience running VOC programs or formalised customer advisory boardsGraduation in Science, Engineering, or Commerce from an accredited college or university (postgraduate is a plus)WHAT THIS ROLE IS NOTIt is not a support role - you own outcomes, not tickets.It is not a role for someone who needs to be told what to do next - the playbook doesn't exist yet, you're building it.It is not post-sale maintenance mode - you own expansion as much as retention.It is not a stepping stone inside three years - we're looking for someone who wants to own and build this function.WHAT WE OFFERCompetitive salary + performance bonus100% company-paid medical insuranceDaily catered lunch and free snacksFlat hierarchy - direct access to founders and leadershipFlexible working hours