Enterprise CSM

TESTSIGMA SOFTWARE TECHNOLOGIES PRIVATE LIMITED; Bengaluru; On-site; INR 8,507,000 - 14,178,000; Full time

Benefits offered by this job

Company-paid medical insurance

Daily catered lunch

Flat hierarchy with direct access to C

Flexible working hours

Job summary

Testsigma seeks an experienced Enterprise Customer Success Manager to own end-to-end relationships with a portfolio of US and EMEA customers. You will build and execute a CS playbook from scratch, drive value, and ensure healthy renewals and expansions across multi-stakeholder environments.

You will own onboarding, usage adoption, and executive reviews with C-level and senior stakeholders. You will collaborate with Sales and Product to align outcomes with customer goals and drive advocacy across

Qualifications

• 5–8 years of B2B SaaS Customer Success experience with US/EMEA focus
• Startup background where CS processes were built, not inherited
• Enterprise CSM experience with multi-stakeholder buying groups
• Experience engaging with C-level and senior executives
• Proven renewal ownership
• CS platform fluency with hands-on config (Gainsight/Totango/ChurnZero)
• Excellent English communication for global customers
• Experience with technical buyers and engineering leaders
• Ability to run structured QBRs and translate insights into actions
• Strong problem-solving and analytical skills

Responsibilities

• Own a named portfolio of enterprise accounts and manage health scores, stakeholder maps, renewal dates
• Lead structured onboarding and drive go-live plans
• Monitor product usage signals and address churn risks proactively
• Conduct executive business reviews with C-level stakeholders
• Own renewal discussions and coordinate with Sales for expansions
• Manage escalations end-to-end through resolution
• Identify usage gaps and provide actionable product feedback
• Drive customer advocacy through case studies, references and events
• Build CS playbooks and refine processes for a scalable function
• Collaborate with Account Managers on upsell and success plans

Skills

CSM leadership

US/EMEA focus

Gainsight or similar

Executive engagement

Renewal ownership

Structured QBRs

Data analytics

Technical buyers

Tools

Gainsight

Totango

ChurnZero

Job description

About Testsigma

Testsigma is building the world's first Quality Intelligence Platform — the infrastructure layer that sits between every code change and every confident release. We help QA teams run test automation at speed and scale, without coding expertise, using plain English. Our customers include Cisco, Samsung, Bosch, Honeywell, and hundreds of leading QA teams globally. AI is rewriting software faster than at any point in history. Code that used to take a quarter now ships in a week. The gap between how fast software is built and how confidently it can be released that's the problem Testsigma exists to close. We are backed by Accel, MassMutual, and Strive, and headquartered in San Francisco with engineering teams in Bangalore.

WHY THIS ROLE EXISTS

We have a growing portfolio of enterprise accounts across the US and EMEA that have made real commitments to Testsigma. This is a founding-seat CSM role — you will own relationships end-to-end, build the CS playbook from scratch, and set the standard for post-sale excellence at this company. You report directly to the CEO. The Quality Intelligence category is consolidating now. The customers who land with Testsigma in the next 12 months will be the lighthouse accounts that define the category. The CSM who owns this period owns the reference stories and the expansion base that the next phase of growth is built on.

WHAT YOU WILL OWN

• Own a named portfolio of enterprise accounts — know the health score, stakeholder map, contract terms, and renewal date for every account without looking it up
• Run structured onboarding for every new account and hold the plan accountable through go-live
• Track product usage signals and intervene before customers disengage — proactively address health concerns before they become churn risks
• Conduct executive business reviews (QBRs/EBRs) with C-level and senior stakeholders to track evolving objectives and demonstrate value
• Own the renewal conversation and identify expansion opportunities — work with Sales to close upsells and cross-sells
• Manage escalations end-to-end — don't forward them, own them through to resolution
• Identify product usage gaps and consult customers on actionable solutions; contribute structured feedback to the product roadmap
• Drive customer advocacy — case studies, references, reviews, testimonials, customer meetups, and webinars
• Build and refine CS processes and playbooks that don't yet exist — leave the function more structured than you found it
• Collaborate with Account Managers and AEs on upselling, cross-selling, and customer success plans based on desired outcomes

MUST-HAVE REQUIREMENTS

• 5–8 years of B2B SaaS Customer Success experience, with a focus on US and EMEA customers
• Startup experience — at a company below 300 people where CS processes were being built, not inherited
• Enterprise CSM experience — managing accounts above $50K ARR with multi-stakeholder buying groups
• Demonstrated C-level and senior executive engagement — you have personally led and maintained executive relationships as the account owner
• Proven renewal ownership — you have personally led renewal conversations with multi-stakeholder enterprise accounts
• CS platform fluency — Gainsight, Totango, ChurnZero, or equivalent — with hands‑on configuration experience
• Exceptional written and verbal communication in English — to work effectively with global customers
• Experience with technical buyers or developer-facing products — comfortable navigating conversations with engineering leaders and CTOs
• Structured QBR and executive communication skills — you have run QBRs that change what the customer does next
• Strong problem‑solving and analytical skills — ability to derive actionable insights from data and translate customer needs into internal requirements

GOOD-TO-HAVE SKILLS

• Experience with testing, QA, DevOps, or developer tooling products
• Familiarity with AI-native products or selling into engineering teams
• Ability to translate customer needs into clear technical requirements for product and engineering
• Exposure to product-led growth motions — usage-based onboarding, activation metrics, PLG expansion
• Experience managing customers across multiple segments — SMB, mid-market, and enterprise
• Comfort with data — pulling usage reports, building churn risk models, reading product analytics dashboards
• Experience running VOC programs or formalised customer advisory boards
• Graduation in Science, Engineering, or Commerce from an accredited college or university (postgraduate is a plus)

WHAT THIS ROLE IS NOT

• It is not a support role — you own outcomes, not tickets.
• It is not a role for someone who needs to be told what to do next — the playbook doesn't exist yet, you're building it.
• It is not post-sale maintenance mode — you own expansion as much as retention.
• It is not a stepping stone inside three years — we're looking for someone who wants to own and build this function.

WHAT WE OFFER

• Competitive salary + performance bonus
• 100% company-paid medical insurance
• Daily catered lunch and free snacks
• Flat hierarchy — direct access to founders and leadership
• Flexible working hours