Customer Success Manager

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)

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.