Customer Success Manager (account management) East Coast (Remote)

Remote job

Job Description

As a Customer Success Manager (CSM) at Applitools, you are the primary owner of the post-sale customer relationship and commercial outcomes. You are accountable for ensuring customers realize measurable business value from Applitools, while driving renewals, expansion, and long-term retention. This role is built for customer leaders who thrive at the intersection of strategy, execution, and executive engagement — translating technical capabilities into business impact and revenue growth. You will work in close partnership with a Technical Account Manager (TAM):

• The TAM owns technical onboarding, implementation, adoption, and technical success
• The CSM owns value alignment, stakeholder management, renewals, expansion, and overall account health. Together, you operate as a unified account team focused on outcomes, not activity.

What You’ll Do Customer Ownership & Value Realization

• 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

Executive Engagement & Relationship Management

• 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

Renewal, Expansion & Revenue Ownership

• 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

Cross-Functional Leadership

• 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
• 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

Preferred Qualifications

• 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)

What Success Looks Like in This Role

• Customers consistently achieve documented, measurable value from Applitools
• Renewals are predictable, expansion is intentional, and churn is minimized
• Executive relationships are strong, active, and outcome-focused
• CSM and TAM operate as a tightly aligned team delivering customer success at scale
• This role carries a quota, and success is measured by retention, growth(expansion), and customer outcomes.

Why Join Applitools At Applitools, Customer Success is a core growth engine, not a reactive function. As a CSM, you will:

• Own meaningful customer outcomes and revenue impact
• Partner with deeply technical teams across TAM, Product, and Engineering
• Influence product direction through real customer insight
• Grow in a role that blends strategy, ownership, and leadership

Applitools is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity. Applitools is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. Apply tot his job Apply To this Job