Customer Success Manager

Customer Success Manager

Surat, Gujarat (On-site)

TestGrid

Full-time

As per market standards

Job

Customer Success Manager (CSM)

strategic, customer-focused professional

Key Responsibilities

Customer Onboarding & Adoption

• Lead end-to-end onboarding for new customers, including setup, training, environment configuration, and best-practice workflows.
• Drive adoption and usage across various TestGrid modules: automation, real device testing, browser testing, network testing, APIs, accessibility, etc.
• Proactively identify gaps in customer usage and recommend solutions to increase platform value.

2. Manage POCs & Customer Enablement

• Own the success of customer POCs, ensuring technical validation and value realization.
• Coordinate with internal teams (Engineering, Support, Product) to address blockers and ensure smooth execution.

3. Customer Relationship Management

• Serve as the primary point of contact for enterprise accounts.
• Conduct regular check-ins, QBRs, and roadmap discussions.
• Build strong rapport with QA Leads, Test Managers, Infra Managers, and C-level stakeholders.

4. Upsell, Cross-sell & Revenue Growth

• Identify account expansion opportunities across TestGrid modules and device/cloud consumption.
• Collaborate with Sales on renewals, expansions, and contract negotiations.
• Track account health and intervene early to prevent churn.

5. Product Advocacy & Feedback Loop

• Become an expert in the TestGrid platform and provide guidance on industry best practices.
• Gather product feedback from customers and collaborate with the Product team to influence the roadmap.
• Develop customer-facing resources: guides, playbooks, training videos, and FAQs.

6. Support Escalation & Issue Resolution

• Work closely with the Support & Engineering teams on high-priority issues.
• Facilitate clear communication between the customer and internal teams, ensuring timely resolutions.

Why Join TestGrid?

• Opportunity to work with a cutting-edge automation & testing platform.
• High-growth environment with ample scope for innovation and ownership.
• Collaborate with global clients and a talented cross-functional team.

How to Apply:

gautam.bhalodiya@testgrid.io

TestGrid