Customer Success Lead

Location

This is a remote opportunity, but the role holder's base location has to be Hyderabad or Bangalore.

Role in a nutshell:

Driving customer advocacy, you will assist clients in realising value from BrowserStack’s product portfolio and help them use our products to meet their goals. With a solid understanding of technology, you will manage multiple stakeholders, drive customer engagement at key points in the customer journey, and onboard and adopt our products.

Desired experience:

• 7-10 years of experience in Customer Success/Customer facing role
• Extensive experience in Customer Lifecycle Management, from onboarding to retention.
• Skilled in conducting training sessions and leveraging playbooks for smooth adoption.
• Proficient in driving product usage through check-ins, adoption insights, and engagement tracking.
• Strong track record in cross-sells, up-sells, and renewals alongside AEs.
• Experienced in churn prevention, proactive renewals, and resolving customer concerns.
• Background in complex technology products with a deep understanding of business environments.
• Excellent communication skills across email, phone, and in-person interactions.
• Adept at identifying business needs, process gaps, and translating them into opportunities.
• Ability to demonstrate ROI to both technical and executive audiences.
• Flexible to work in shifts; QA/testing experience is a plus.

Key Responsibilities:

• Manage multiple priorities for enterprise and strategic customers.
• Onboard and train customers for effective platform usage.
• Deliver personalized product demos and webinars.
• Identify risks and implement mitigation strategies for retention and growth.
• Collaborate with AE/Renewals teams to ensure seamless renewals.
• Lead quarterly/monthly reviews, offering best practices and guidance.
• Foster customer advocacy within your portfolio.