Customer Success Manager

• Own the end-to-end post-sales relationship for a portfolio of strategic accounts, serving as the primary point of accountability for customer health, satisfaction, and retention.
• Build and maintain trusted, multi-threaded relationships across both technical and business personas - from QA practitioners and engineering leads through to VP and Director-level stakeholders.
• Develop account Success Plans with clear milestones, adoption goals, and risk indicators, reviewed on a regular cadence with customers and internally.
• Proactively monitor customer health signals - including product usage, engagement patterns, and support activity - and take appropriate action ahead of risk materialising.

• Conduct structured, outcome-focused Business Reviews that connect SmartBear product usage to tangible quality engineering outcomes - such as improved test coverage, reduced defect escape rates, or faster release cycles.
• Articulate the ROI of SmartBear's solutions clearly and credibly, adapting the conversation to the audience whether that is a hands-on QA lead or an Engineering Director focused on delivery efficiency.
• Use your domain knowledge to challenge customers constructively, helping them get more from the tools they already have and identifying where they could go further.
• Serve as the voice of the customer internally - sharing insights with Product, Support, and Marketing teams to inform roadmap decisions and improve the overall customer experience.

• Partner with the Renewals team to protect net revenue retention across your portfolio, ensuring risk is flagged and actioned well in advance of renewal dates.
• Identify signals of expansion potential within accounts - including unmet use cases, team growth, or adjacent product fit - and flag these internally, remaining actively involved as conversations develop in partnership with Sales.
• Collaborate closely with Sales, Renewals, and Marketing to ensure a joined-up commercial approach across the customer lifecycle.

• Work effectively with internal teams including Sales, Renewals, Support, Product, and Marketing to resolve customer challenges and create a seamless experience.
• Contribute to the development of CS playbooks, reusable frameworks, and domain-specific content that raise the quality of engagement across the team.
• Track and report on key portfolio metrics - health scores, adoption trends, renewal forecasts - using data to prioritise effort and inform strategy.

• 3-5+ years in Customer Success, Account Management, Technical Support, or a similar customer-facing role within the software or technology industry.
• Domain expertise in software testing or quality engineering, gained through direct experience as a tester, QA engineer, or quality lead; a product support or technical account role within a test tooling company; or a CSM role where the product domain was test management or functional testing.
• The route matters less than the depth - you should be able to hold a credible, informed conversation about how software teams plan, manage, and improve their testing processes.
• Proven ability to manage complex enterprise accounts with multiple stakeholders across technical and commercial functions.
• Track record of driving measurable outcomes for customers, whether that is adoption improvement, time-to-value, or retention - and the ability to evidence this.

• Solid understanding of the software development lifecycle (SDLC), including Agile and DevOps delivery models, and where quality engineering fits within them.
• Practical knowledge of test management: test planning, case authoring, coverage analysis, defect lifecycle management, and test reporting.
• Familiarity with functional testing approaches - including manual, automated, and regression testing - and the practical challenges teams face in scaling these.
• Awareness of how testing tooling integrates within broader development and delivery pipelines, without needing to operate at the level of scripting or configuration.
• Curiosity about the evolving quality engineering landscape, including trends such as AI-assisted testing and shift-left methodologies.

• Strong commercial awareness - you understand how to frame value in terms of business outcomes and ROI, and can hold that conversation confidently with senior stakeholders.
• Excellent verbal and written communication skills, with the ability to adapt your style and depth depending on your audience.
• Analytical and data-driven in your approach, using customer health metrics, usage data, and engagement signals to prioritise and act.
• Highly organised, able to manage a portfolio of complex accounts with discipline and a structured mindset.
• Collaborative and straightforward to work with - both for customers and for internal teams.

• Experience working with test management or functional testing platforms in any capacity - as a user, administrator, support contact, or CSM.
• Familiarity with CS platforms such as Planhat
• ISTQB Foundation or equivalent quality engineering certification.
• Experience in a high-touch enterprise SaaS environment.

• You can grow your career at every level.
• We invest in your success as well as the spaces where our teams come together to work, collaborate, and have fun.
• We love celebrating our SmartBears; we even encourage our crew to take their birthdays off.
• We are guided by a People and Culture organization - an important distinction for us. We think about our team holistically - the whole person.
• We celebrate our differences in experiences, viewpoints, and identities because we know it leads to better outcomes.

• Our main goal at SmartBear is to make our technology-driven world a better place.
• SmartBear is committed to ethical corporate practices and social responsibility, promoting good in all the communities we serve.
• SmartBear is headquartered in Somerville, MA with offices across the world including Galway Ireland, Bath, UK, Wroclaw, Poland and Bangalore, India.
• We've won major industry(product and company) awards including B2B Innovators Award, Content Marketing Association, IntellyX Digital Innovator and BuiltIn Best Places to Work.

SmartBear Software