Job
Description
About Worksoft : Worksoft empowers business and IT to deliver flawless applications faster and more efficiently with the ability to discover, document, test, and automate end-to-end business processes in pre-production and production environments. Our solutions ensure business process quality and resilience by automating tests for SAP, Oracle, and other enterprise applications. Recognized by global enterprise customers and top system integrators as the "gold standard" for SAP automated testing. Worksofts automation is embedded into their ERP practices to support Agile, DevOps, and SAFe methodologies and accelerate digital transformations. About the Job: We are looking for a proactive and digitally-savvy Digital/Scaled Customer Success Manager to join our Customer Success team. In this role, youll manage a portfolio of customers through tech-touch and one-to-many strategies, enabling scalable engagement and driving adoption, retention, and customer value at scale. Youll leverage digital tools, automation, and data to deliver a high-quality customer experience across a large volume of accounts, helping our enterprise customers maximize their success with Worksofts automation solutions. Responsibilities: Own a large portfolio of customers, managing relationships primarily through digital channels including email campaigns, webinars, in-app messaging, and automated touchpoints Design and execute scaled customer engagement programs to drive product adoption, customer health, and retention across enterprise accounts Monitor customer health scores and proactively intervene with digital touchpoints when risk is detected to prevent churn Partner with Product, Marketing, and Sales teams to deliver relevant content and ensure a seamless customer journey throughout the automation lifecycle Create, analyze, and optimize customer lifecycle communications using tools such as Gainsight, HubSpot, or Salesforce to maximize engagement Host educational webinars and virtual onboarding sessions to support feature adoption and drive customer success with SAP testing automation Gather customer feedback to understand needs and help inform product improvements and process enhancements Build and maintain self-serve resources such as knowledge bases, how-to videos, and customer community forums focused on automation best practices Support customers through their digital transformation journeys by providing scaled guidance on Agile, DevOps, and SAFe implementation Track and report on key customer success metrics including adoption rates, health scores, and retention metrics Skills Required: Bachelors degree in Business , Marketing, Computer Science, or related field 2+ years of experience in Customer Success, Account Management, or similar customer-facing role, preferably in SaaS or enterprise software Experience managing accounts at scale using digital or tech-touch programs Strong understanding of customer lifecycle stages and value drivers in enterprise software environments Proficiency in customer success tools such as Salesforce, Gainsight, Intercom, HubSpot, or similar platforms Excellent written and verbal communication skills with ability to create compelling digital content Strong organizational and project management skills with ability to manage multiple programs simultaneously Comfortable analyzing data and translating insights into actionable customer engagement strategies Self-starter who thrives in a fast-paced, collaborative environment Desirable Skills: Experience with customer segmentation and building automated engagement workflows Familiarity with customer health metrics, KPIs, and success measurement frameworks Prior involvement in customer journey mapping or scaled customer success program development Knowledge of enterprise software, ERP systems, or test automation solutions Experience working with enterprise customers in digital transformation initiatives Understanding of Agile, DevOps, or SAFe methodologies Why Join Us: A collaborative and supportive team environment focused on customer success Access to cutting-edge automation technologies and enterprise software tools Opportunity to grow your skills while helping enterprise customers achieve digital transformation success Competitive salary and benefits package Flexible working hours and remote work options Professional development opportunities in the rapidly growing test automation market WORKSOFT VALUES Team No egos here ... just great people, fun, flexibility, and trust. Respect We welcome, we include, and we respect everyone. Urgency Have the courage to take risks. Uncover Opportunities and seize the moment. Success Take ownership, drive innovation, and deliver results. Truth Honesty, integrity, and ethical behavior are our truths 11am - 8pm
