Customer Success Manager (Remote)

Who We Are

HeadSpin is a global omnichannel digital experience testing platform that helps enterprises optimize application performance with its data science capabilities. With a strong infrastructure availability of real devices across 50+ locations, the HeadSpin Platform enables manual and automated app testing with a wide range of devices, including both screen and screenless devices, such as mobile phones, desktop browsers, media players, audio devices, and even automotive systems.

The Platform has an extensive on-prem and cloud-hosted device infrastructure that uses data science-driven performance and quality of experience analytics to collect over 100+ performance experience KPIs out of the box and provide performance analysis and monitoring across the engineering cycle. The Platform’s advanced capabilities enable leading global enterprises to achieve an improved digital experience, faster triage, and cost efficiency.

Key Responsibilities:

• Track accounts to identify churn risk and work proactively to eliminate that risk.
• Maintain and increase your product knowledge on applicable products/applications, operating systems, and hardware via training, documentation, personal research, and experience.
• Work with customers to ensure deployment, onboarding, user adoption, retention, and overall success.
• Collaborate closely with global support teams, engineering, sales, and other cross-functional teams to resolve customer-reported issues and drive product enhancements.
• Impart technical leadership and direction on all aspects of HeadSpin’s products and services.
• Ensure any account issues are resolved quickly, utilizing resources from across Technical Support, Sales, and Engineering.
• Function as the voice of the customer and provide internal feedback on how HeadSpin can better serve our customers.
• Maintain and gain knowledge of the languages and technologies supported by HeadSpin.

What are we looking for:

• Bachelor’s Degree in Engineering or similar.
• You need to be experienced with developer products and platforms.
• Understanding of any or all of the following Python, Java, or JavaScript.
• Experience with using a CI/CD system.
• Experience with mobile app support.
• 3+ years of work experience in a software development role, or a customer-facing role such as technical customer success, account management, presales engineering, or technical consultant role.
• Experience successfully managing customer engagements to completion and customer satisfaction and a proven record of professional customer service in a high-growth environment.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Utilize your skills in Excel to generate reports and decks for customers, providing valuable insights and analytics.
• Good understanding of technology and remote support and the ability to work after-hours support.
• Excellent interpersonal communication and customer service skills.
• Ability to collaborate well with global support teams, engineering, sales, and other cross-functional teams in resolving customer and prospect-reported issues.
• Ability to handle a fast-paced environment and challenging workload.
• Experience in or understanding of Web/Mobile app development & architecture including common test automation tools like Appium, Selenium, XC UITest, UI Automator, Espresso, etc.
• Comfortable working in a Linux/Mac environment and using Rest APIs.
• Able and willing to travel as the job requires.