Customer Success Manager

Job Title: Customer Success Manager

Role Summary:

The CSM will play a critical role in ensuring customer satisfaction, product adoption, and long-term success. This role requires a strong blend of technical expertise, customer engagement, and proactive problem-solving. You will act as a trusted advisor to customers, helping them maximize the value of the TestGrid platform.

Key Responsibilities:

• CSM must be comfortable with using AI and capable of creating high-quality presentations.
• CSM must be able to present ideas and manage the product requests from the customer.
• Manage customer relationships and lead customer calls to understand needs, challenges, and goals.
• Act as the primary point of contact for assigned customers.
• Lead product demonstrations tailored to customer use cases and support onboarding
• Guide new customers through onboarding and implementation processes
• Troubleshoot issues or guide customers to solutions and collaborate with internal teams when needed.
• Conduct customer and internal training sessions.
• Support internal teams by sharing knowledge, best practices, and customer insights.
• Develop and maintain training materials, documentation, and FAQs.
• Monitor customer health, usage patterns and drive adoption.
• Identify risks and opportunities for growth or improvement.

Work Environment & Expectations:

• The nature of work is fluid and dynamic, requiring a high degree of adaptability.
• As a growing organization, priorities may shift frequently, and the CSM is expected to respond with agility.
• Work hours are not strictly defined; flexibility is essential to support customer needs across time zones.
• Certain tasks and customer requests may require immediate attention and prioritization (ASAP execution).
• A proactive, ownership-driven mindset is critical to succeed in this fast-paced environment.

Required Skills & Qualifications:

• Must have a bachelors degree in Computer science.
• Have a deep understanding of test automation.
• Prior experience in a Customer Success / Technical Account Management role.
• Solid understanding of software testing concepts (manual and automation).
• Excellent communication and presentation skills.
• Problem-solving mindset with a customer-first approach.
• Ability to manage multiple accounts and priorities effectively.

How to Apply:

Interested applicants should send their resume along with a brief cover letter highlighting their interest in the role. Please use the subject line 'Customer Success Manager' and email your application to gautam.bhalodiya@testgrid.io