Worksoft · 7 hours ago
Senior Customer Success Manager
United States
Full-time
Remote
Senior Level
£100K/yr - £120K/yr
5+ years expWorksoft is a company that empowers business and IT teams to deliver flawless enterprise applications. The Senior Customer Success Manager (CSM) will own the post-sales customer journey, focusing on driving adoption, value realization, retention, and expansion through building trusted advisor relationships and delivering strategic engagement.
Big DataCloud ComputingSoftware
No H1B
Responsibilities
Build and maintain strong relationships with multiple customer stakeholders
Act as the primary post-sales point of contact for products, services, training, and resources
Serve as a trusted advisor by understanding customer goals, challenges, and success criteria
Collaborate with sales, pre-sales, services and enablement to ensure successful customer on-boarding and adoption
Engage customers on a regular cadence to review:
Product usage
Performance metrics
Training and enablement needs
New project initiatives
Drive adoption to ensure customers maximize value from their Worksoft investment
Collaboratively build account plans with the Account Executive
Develop and maintain customer success plans for each account
Define and track KPIs aligned to customer outcomes
Monitor customer health and proactively mitigate retention risks
Plan and execute regular business reviews
Identify and guide expansion, upsell, and cross-sell opportunities
Identify advocacy opportunities and initiate engagement with marketing
Provide escalation support for customer and internal issues
Ensure support has full context for the customers challenge and requirement
Manage unexpected situations with professionalism and urgency
Gather and articulate customer feedback to Product and internal teams
Influence product enhancements and roadmap decisions by understanding and relaying customer requirements, timelines, and business need
Maintain accurate customer data, interactions, and health indicators in CRM systems
Qualification
Required
5+ years of experience in customer success or customer-facing roles within a technology or software company (preferably Test Automation)
Minimum 3 years of experience with: Software automation and/or Software quality assurance
Understanding of enterprise software solutions along with implementation and adoption challenges
Exposure to SAP, Oracle, or similar enterprise platforms
Understanding of enterprise software lifecycles: Agile, Hybrid, Waterfall
Ability to travel internationally up to 30% of working time
Right to work in the UK (visa sponsorship is not available)
Exceptional verbal and written communication skills
Strong consultative and relationship-building capabilities
Deep understanding of enterprise software environments or ability to learn quickly
Knowledge of test automation and QA industry trends
Structured problem-solving and root-cause analysis skills
Strong organizational and time management skills
Ability to manage multiple accounts and priorities simultaneously
Data-driven mindset with the ability to interpret customer metrics
Sales acumen to identify growth opportunities and collaborate with Sales teams
High adaptability in fast-paced, evolving environments
Strong cross-functional collaboration skills
High emotional intelligence with empathy and customer-centric thinking
Benefits
25 days annual leave
8 paid company holidays
Summer Hours program with half-day Fridays twice monthly (May to September)
Auto-enrollment workplace pension scheme with employer contribution
Private medical insurance
Dental insurance
Statutory Sick Pay (SSP)
Statutory family leave entitlements including maternity, paternity, adoption, and shared parental leave
Flexible remote working arrangement
Collaborative and supportive team environment
Exposure to multiple enterprise technologies and tools
Company
Worksoft
Worksoft is a provider of business process validation software for SAP and other packaged enterprise applications.
51-200 employees
Funding
Current Stage
Late StageTotal Funding
$36.5MKey Investors
Austin Ventures,Crescendo VenturesAustin Ventures
2019-02-26Acquired
2010-01-04Series Unknown· $3M
2009-11-06Series Unknown· $10M
Leadership Team
Matthew H. Schwartz
Chief Executive Officer
Parag Karkhanis
SVP Global Partners & Alliances
Recent News
South Africa Today
2025-10-16
EIN Presswire
2025-09-24
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