BrowserStack - Manager - Customer Success

About the Company :

What do Microsoft, The Gap, Royal Bank of Scotland, Lockheed Martin, and top Open Source projects like JQuery have in common? They all use BrowserStack, as do over 25,000 other customers!

BrowserStack is the innovation leader in the fast growing market for automated application testing. Since launching in 2011, our mission has been bold yet simple: To be the testing infrastructure for the internet. 6 years and billions of tests later, we are ready for our next phase of hyper growth. Bootstrapped for the first 6 years, we continue to be profitable since inception with a near exponential growth in customers around the globe. Recently, we closed $50M in SeriesA funding from Accel.

You will be part of a growing, high-performing team that delivers world-class results and learns from a team of seasoned entrepreneurs and sales experts. This will be a hands-on position in a typical start-up environment, so we are looking for a motivated self-starter who isnt afraid to roll-up their sleeves and contribute across many different functions.

Job Responsibilities :

- Manage the day to day operations of a Customer Success team.

- Take ownership and accountability for ensuring customer retention and growth, customer satisfaction and contract renewals within the assigned customer portfolio

- Partner with Account Executives to maximize account growth opportunities by playing an collaborative role on the account team and helping to drive incremental opportunities upon contract renewal

- Uncover and know any risk that threatens your customer's growth, satisfaction, or renewal; conceive and execute mitigation plans for all risks

- Follow and adhere to best practices for all internal processes including, but not limited to, Account Management, Enablement, Onboarding, Adoption.

- Drive financial and strategic targets for minimizing churn, positioning favourable terms and boosting incremental revenue via up-sells, cross-sells and add-ons

Requirements :

- Bachelors/Masters Degree in Computer Science or equivalent technical field

- At least 3 years of managing high performing team

- Minimum 8 years of experience as a Customer Success Specialist / Manager or in a customer-facing role at a software company, preferably in the B2B SaaS space

- Solid communication skills - competent at providing clear and concise guidance through emails, over the phone, orin person with a casual and confident tone

- Ability to develop, implement, monitor, and drive account plans; manage a portfolio of multiple projects running simultaneously; manage accounts in "steady state" or "maintenance mode"

- Strong technical aptitude; high level of comfort with conversing on technical topics (familiarity with CRM tools (like Salesforce) or test automation languages (Selenium / Appium) or writing code (Ruby, Java, C#) or software development process (Agile CI/CD) will be a plus)

Benefits : 

Our benefits include a competitive salary, bonus and equity program, 100% company paid medical insurance, a flexible and generous vacation policy