Job Description
As a Customer Success Manager (CSM) at Applitools, you are the primary relationship and commercial owner for customers post-sale. You are accountable for value realization, expansion, and retention, ensuring customers consistently achieve measurable business outcomes from the Applitools platform.
This role is designed for customer leaders who excel at driving outcomes, building executive relationships, and translating product value into business impact.
You will work in close partnership with a Technical Account Manager (TAM):
The TAM owns technical onboarding, adoption, and technical success
The CSM owns the customer relationship, value alignment, renewals, and growth
What You’ll Do:
Customer Ownership & Value Realization:
Serve as the primary post-sale owner for assigned customer accounts
Establish and maintain Joint Success Plans (JSPs) that align Applitools to customer business goals
Drive time-to-value, adoption milestones, and ongoing outcome delivery
Ensure customers clearly understand — and can articulate — the business value of Applitools
Executive Engagement & Relationship Management
Build trusted relationships with champions, decision-makers, and executive stakeholders
Lead Executive Business Reviews (EBRs) focused on outcomes, ROI, and roadmap alignment
Act as the voice of the customer internally, advocating for customer needs and priorities
Expansion, Renewal & Retention
Own renewal strategy and execution readiness, ensuring no surprises
Identify and drive in-contract expansion opportunities in partnership with Sales
Proactively manage risk, mitigate churn, and maintain high gross retention
Cross-Functional Collaboration
Partner closely with TAMs to ensure technical success supports business outcomes
Collaborate with Sales, Product, Support, and Engineering to deliver a seamless customer experience
Use customer insights and feedback to influence product direction and GTM strategy
Experience in Customer Success, Account Management, or related customer-facing roles
Proven track record of owning renewals, expansions, and retention
Strong ability to translate technical capabilities into business outcomes
Comfort engaging with senior stakeholders and executive audiences
Excellent communication, presentation, and relationship-building skills
Preferred Qualifications
Experience working with technical or developer-focused products
Familiarity with SaaS business models, ARR, renewals, and expansion motions
Experience partnering closely with technical roles (TAMs, SEs, Support)
This role is designed for customer leaders who excel at driving outcomes, building executive relationships, and translating product value into business impact.
You will work in close partnership with a Technical Account Manager (TAM):
The TAM owns technical onboarding, adoption, and technical success
The CSM owns the customer relationship, value alignment, renewals, and growth
What You’ll Do:
Customer Ownership & Value Realization:
Serve as the primary post-sale owner for assigned customer accounts
Establish and maintain Joint Success Plans (JSPs) that align Applitools to customer business goals
Drive time-to-value, adoption milestones, and ongoing outcome delivery
Ensure customers clearly understand — and can articulate — the business value of Applitools
Executive Engagement & Relationship Management
Build trusted relationships with champions, decision-makers, and executive stakeholders
Lead Executive Business Reviews (EBRs) focused on outcomes, ROI, and roadmap alignment
Act as the voice of the customer internally, advocating for customer needs and priorities
Expansion, Renewal & Retention
Own renewal strategy and execution readiness, ensuring no surprises
Identify and drive in-contract expansion opportunities in partnership with Sales
Proactively manage risk, mitigate churn, and maintain high gross retention
Cross-Functional Collaboration
Partner closely with TAMs to ensure technical success supports business outcomes
Collaborate with Sales, Product, Support, and Engineering to deliver a seamless customer experience
Use customer insights and feedback to influence product direction and GTM strategy
Experience in Customer Success, Account Management, or related customer-facing roles
Proven track record of owning renewals, expansions, and retention
Strong ability to translate technical capabilities into business outcomes
Comfort engaging with senior stakeholders and executive audiences
Excellent communication, presentation, and relationship-building skills
Preferred Qualifications
Experience working with technical or developer-focused products
Familiarity with SaaS business models, ARR, renewals, and expansion motions
Experience partnering closely with technical roles (TAMs, SEs, Support)
💡 Quick Summary
Seeking a career-building opportunity? The Customer Success Manager East Coast (Remote) position is now open for candidates interested in the Work from home Jobs sector. This role in Bideford offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Work from home Jobs is a plus.