Director of Customer Success

About the job

About the role We are seeking a strategic leader to innovate and scale our Global Customer Success function. This individual will be responsible to lead, mentor, and develop a high-performing team of Customer Success Managers responsible for customer renewals, retention, and growth that support our High Touch APMEA and Global Mid Touch customer PODs. What You'll Own: - Own overall renewal performance and quarterly retention goals, ensuring timely execution of renewal cycles and upsell opportunities. - Oversee CSMs’ management of customer portfolios, ensuring proactive risk identification and implementation of structured save plans. - Partner with Sales and Revenue Operations to build accurate renewal forecasts and maintain visibility into pipeline health. - Drive programs to improve product adoption, usage, and satisfaction through regular business reviews, success plans, and customer health monitoring. - Ensure CSMs consistently demonstrate ROI and business value to customers through measurable outcomes and success metrics. - Partner across scalable engagement models (e.g., digital CS, community, success playbooks) to improve efficiency and impact across segments. - Partner with Sales to identify and execute on expansion and upsell opportunities that align with customer goals. - Collaborate closely with Product Management and Engineering to advocate for customer needs and influence roadmap prioritisation based on feedback and business impact. - Work with Marketing and Customer Advocacy teams to develop customer reference programs, testimonials, and case studies showcasing success stories. - Partner with Product Support and Professional Services to ensure seamless onboarding, implementation, and ongoing support experiences. - Implement processes, tools, and analytics to improve visibility into customer health, risk, and engagement at scale. - Utilise data-driven insights to inform renewal strategies, identify churn patterns, and guide executive decisions. - Drive the evolution of Customer Success systems (CRM, CS platforms, dashboards) to enhance team efficiency and reporting accuracy. - Serve as a senior point of escalation for strategic accounts, ensuring customer satisfaction and resolution of critical issues.

Requirements

• Customer Success
• Leadership
• Team Management
• Data-Driven Insights
• Collaboration

Qualifications

• Experience in leading, mentoring, and developing customer success teams.
• Strong understanding of customer needs and how to drive retention.

Preferred Technologies

• Customer Success
• Leadership
• Team Management
• Data-Driven Insights
• Collaboration

About the company

Founded in 2016, Katalon is the leading provider of a modern, comprehensive quality management platform. Katalon Platform enables quality assurance, DevOps, and software teams of any size to deliver world-class customer experiences faster, easier, and more efficiently.