Customer Success Manager (Account Management)

Applitools is an AI native test automation company revolutionizing application testing with AI-powered solutions. The Customer Success Manager will own the post-sale customer relationship, ensuring measurable business value while driving renewals, expansions, and overall account health.

Responsibilities:

• Serve as the primary post-sale owner for a portfolio of customer accounts
• Establish, maintain, and execute Joint Success Plans (JSPs) aligned to customer business goals and KPIs
• Drive time-to-value, adoption milestones, and ongoing outcome realization
• Ensure customers can clearly articulate the business impact and ROI of Applitools
• Build trusted relationships with champions, decision-makers, and executive stakeholders
• Lead Executive Business Reviews (EBRs) focused on outcomes, ROI, adoption progress, and roadmap alignment
• Act as the voice of the customer internally, advocating for priorities, risks, and opportunities
• Own renewal strategy and execution, ensuring predictable outcomes and no surprises
• Identify, qualify, and drive expansion opportunities in partnership with Sales
• Proactively manage risk, mitigate churn, and maintain strong gross and net retention
• Maintain accurate forecasting and account health visibility
• Partner closely with TAMs to ensure technical success directly supports business outcomes
• Collaborate with Sales, Product, Support, and Engineering to deliver a cohesive customer experience
• Use customer insights, usage trends, and feedback to influence product direction and go-to-market strategy

Requirements:

• Experience in Customer Success, Account Management, or a similar customer-facing role
• Proven track record of owning renewals, and expansions
• Strong ability to translate technical value into measurable business outcomes
• Comfort engaging senior stakeholders and executive audiences
• Excellent communication, presentation, and relationship-building skills
• Experience supporting technical or developer-focused products
• Familiarity with SaaS business models, ARR, renewals, and expansion motions
• Experience partnering closely with technical roles (TAMs, SEs, Support)