Customer Success Manager

At SmartBear, we believe building great software starts with quality – and we’re helping our customers make that happen every day. Our solutions, featuring HaloAI, bring visibility and automation to software development, making it easier for teams to deliver high-quality software faster. SmartBear is trusted by over 16 million developers, testers, and software engineers at 32,000+ organizations – including innovators like Adobe, JetBlue, FedEx, and Microsoft.

Customer Success Manager

Join our dynamic team in Somerville as a Customer Success Manager, reporting into the Senior Director of Customer Success, where you'll have the opportunity to make a significant impact.

In this role, you'll forge long-term, trusted partnerships with key leaders and influencers across your portfolio, positioning SmartBear as a strategic partner rather than just a vendor. You'll play a critical role in driving the adoption, optimization, and integration of SmartBear products, ensuring customers achieve maximum value from our solutions. Collaborating closely with internal teams like Sales, Renewals, Marketing, Support, and Product, you'll help create a seamless customer journey from purchase through renewal.

This is a fantastic opportunity for a driven professional to grow within a global organization, making a meaningful difference for our customers and advancing your career in the process.

Successful candidates are required to be onsite in the Somerville office at least 3 days a week.

As a Customer Success Manager for SmartBear you will:

• Proactively engage with customers at the enterprise and below level, to build, maintain, and expand relationships, ensuring an exceptional experience throughout the customer lifecycle.
• Position SmartBear as a strategic partner by aligning our solutions with customer goals and driving product adoption and optimization.
• Monitor customer usage and health, providing recommendations for improvement and growth.
• Conduct regular business reviews to ensure value realization and strengthen relationships.
• Serve as the voice of the customer, sharing insights with internal teams to drive product evolution and address root causes impacting customer satisfaction.
• Collaborate with internal teams (Sales, Renewals, Marketing, Support, Product) to ensure a seamless customer experience, collaborating closely in Renewal and Upsell opportunities.
• Track key performance metrics to measure customer engagement and success, using data to inform strategies and drive continuous improvement.
• Gain a deep understanding of the broader SmartBear portfolio, including various licensing and deployment models, to enhance and optimize the customer experience.

We are looking for you if you have:

• Min 3-5 years in Customer Success, Account Management, or a similar customer-facing role, strong preference for experience within the software or tech industry.
• Strong preference for folks who have a technical background, either in product management, tech support, software engineering, solution engineering or similar.
• Strong commitment to delivering exceptional customer experiences and building long-term relationships.
• Excellent verbal and written communication skills, with the ability to engage and influence stakeholders at all levels.
• Strong analytical skills with a proactive approach to identifying and resolving customer issues.
• Proven ability to work effectively with cross-functional teams, including Sales, Marketing, Product, and Support.
• Ability to understand customer business needs and align them with SmartBear’s solutions to drive value.
• Comfortable with software products and technologies; able to quickly learn and effectively communicate technical concepts.
• Proficient in using data to track customer health metrics and inform decision-making.
• Ability to thrive in a fast-paced, dynamic environment with changing priorities.

Why you should join the SmartBear crew:

• You can grow your career at every level.
• We invest in your success as well as the spaces where our teams come together to work, collaborate, and have fun.
• We love celebrating our SmartBears; we even encourage our crew to take their birthdays off.
• We are guided by a People and Culture organization - an important distinction for us. We think about our team holistically – the whole person.
• We celebrate our differences in experiences, viewpoints, and identities because we know it leads to better outcomes.

Did you know?

• Our main goal at SmartBear is to make our technology-driven world a better place.
• SmartBear is committed to ethical corporate practices and social responsibility, promoting good in all the communities we serve.
• SmartBear is headquartered in Somerville, MA with offices across the world including Galway Ireland, Bath, UK, Wroclaw, Poland and Bangalore, India.
• We’ve won major industry (product and company) awards including B2B Innovators Award, Content Marketing Association, IntellyX Digital Innovator and BuiltIn Best Places to Work.

_SmartBear is committed to creating an inclusive workplace for employees where all individuals are treated with respect and dignity. We are an equal opportunity employer and make employment decisions based on merit, qualifications, and business needs. We do not discriminate on the basis of race, color, religion, sex, national origin, age, gender, disability, veteran status, sexual orientation, or any other protected status under applicable laws. We are dedicated to fostering a workplace that reflects a diversity of thought and experience as well as our values of being smart, open, driven, accountable, and curious.

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