QA Wolf Is On a Mission To Give Teams Their Time Back By Building The Best QA Solution In The World. Companies Spend Over $40 Billion a Year On Software Testing...with Not-so-great Results. Bugs Continue To Find Their Way To Production - Frustrating Customers And Making It Harder For Businesses To Achieve Their Goals. What You’ll Be Doing

We are looking for a new member of our CSM team to build relationships with customers and help them achieve their goals. This role will be responsible for managing a multi-million ARR book of business with roughly 30 customers, executing on various customer playbooks (QBRs, Renewals, Expansions, Onboarding, etc.). Travel may be required up to 15% for this role.

Responsibilities

• 💪🏽 Adoption: You drive adoption and usage of QA Wolf to ensure stickiness of our partnership between business and customer. Aligned with best practices, you are the ‘expert in the room’ and provide tangible recommendations on what best-in-class QA looks like for startup organizations. You are comfortable pushing back on customers, and operate as the centre of excellence, consistently challenging the status quo of a customers process.
• 🤝 Relationship Building: You take a human-first approach to Customer Success and have a strong desire to build relationships with your customers and colleagues on a personal level. You understand that all business decisions are made by people, and building strong relationships with those people is how we will retain and grow our customer portfolio.
• 📖 Storytelling Aficionado: You share the value we provide with customers, and relate that value to their goals and tangible outcomes. You help customers understand why to choose QA Wolf over alternatives and the value that E2E test coverage provides to an organization. You are confident in value storytelling given difficult macroeconomic conditions and can speak to the build vs buy narrative.
• 📈 Growth Orientated: You understand that connecting the dots between customer goals, customer pain points, and the value of QA Wolf fosters opportunity for renewal and expansion. You connect the dots between QA Wolf’s outcomes and customer needs to create win-win scenarios for our customers and QA Wolf. CSMs will own renewal + expansion opportunities, contract discussions and commercial touchpoints within their book of business.
• 😠 Escalation Station: Sometimes, interactions with our clients don’t go the way we anticipate. Whether we drop the ball, set incorrect expectations, or are just having an off day, our customer success managers are responsible for taking prickly situations and smoothing out the edges.
• 💪🏻 Client Partner & Advocate: You help customers achieve their goals, from onboarding to renewal and expansion. Customers love talking to you because you understand them deeply and partner with them to solve their problems. You consult with customers on how to best interface with us and the issues they face, and advocate for customers internally to consistently improve our product and process.
• ⚙️ Passion for Improvement: You share customer health and feedback broadly to continue improving our product and service. In doing so, you know where we stand with every customer in your book of business, and if we lose a customer it is not a surprise.

Requirements

• 2+ years of Account Management or Customer Success Management experience, working with a spectrum of Startup - Enterprise level organizations
• Experience at an early stage tech company
• Experience interacting with VP-level and above executives on a regular basis, particularly within the product/engineering/QA side of the business
• Consistent track record of high customer retention and adoption
• Enthusiasm and desire to roll up your sleeves at a lean startup organization

Bonus Points If You Are

• An out-of-the-box thinker and have a knack for delivering fresh ideas that will drive customer evangelism. The most important thing about you is your passion for delivering value to our customers and setting us apart from the competition.
• A customer champion that deeply understands customer goals and problems, and helps them get the most value out of our solution. Customers trust that you put their interests first and are comfortable being open with you about feedback and challenges.
• Always mindful of the big picture and can stitch together the pieces needed to solve any puzzle. You can build integrated solutions from the ground up from both a strategic and a tactical perspective. You turn customer feedback into actionable insights for how the company can improve.
• A continuous learner that never stops experimenting and trying new things. You recognize there's always room for improvement and optimization and never stop pursuing excellence in your work.
• Driven by results. You take pride in measuring for impact at the company level: you drive retention and customer happiness. You creatively channel the love our customers have for what we do, and you thrive working in a high-velocity environment.

Our Values

• 🪄Make magic: We want to build a magical product for our customers and magical place to work. Magic is striving for better than the best. Working with exceptional colleagues is exciting, inspiring, and the most important factor for creating a magical place to work.
• 🎙️Be open: Being open provides context people need to make great decisions. Openness builds trust, showing progress creates momentum, and open learnings from failures help us get better.
• 🎯Have freedom and ownership: Giving people freedom instead of developing processes to prevent them from using their own judgement, creates better decision making and accountability. To give people freedom they must have the skills, context, and ownership mentality to solve problems self-directed.
• 🏁Deliver impact fast: Creative mavericks are motivated by doing great work, not by being told what to do. By creating a magical environment to attract talented people, by being open and providing context to make great decisions, then we can provide freedom and ownership for people to do great work and deliver impact fast.

We Offer Great Compensation And Many Other Benefits Including

• Base Salary of $100K - $120K, Total Earnings of $120K - $150K USD
• 100% Medical, dental, and vision
• 28 days of personal time off (PTO)
• A remote-first culture allows you to work virtually anywhere

Please Note: The first step of our process is providing a link to a brief video detailing why you want to work for QA Wolf.