Customer Success Manager

No matter which mobile apps you use, there’s a good chance that Testlio plays a role in it. We have tested apps from top brands like the NBA, CBS, Microsoft, Hotels.com, and USA Today. Over 1.6 billion people have a better app experience because of our work.

With a growing client base, Testlio is seeking a Customer Success Manager to join us in our pursuit of supporting high-quality, fast, and efficient product releases for our clients here at Testlio. The Customer Success Manager will thoroughly understand and help drive the business goals and quality needs for each of their clients. They ensure that clients achieve exceptional results and value, and are responsible for owning all of their engagements from its initiation until closure. 

The role is key to our success with our clients. The Customer Success Manager will be part of our Services Team and will work as a key member within a fully distributed services team. You will report to our EMEA region Client Services Director. 

• Channel your passion for quality and be integral in bringing vision to reality for some of the most exciting companies in the world. You will help build amazing app experiences for people all over the world.
• Be the trusted go-to testing expert for your clients, and help them achieve outstanding results and value through your work.
• Working in a fast-paced global company with a thriving business model, experienced leadership team and top-tier client roster.
• Despite the distances, you’ll love our collaborative global culture and contribute to making Testlio a great place to work!

• A true sense of belonging: the TestLion Pride is a global community of like-minded people who live Testlio’s six values every day. We’re deliberate about building our community with virtual events and activities that keep us connected across the globe.
• Growth through learning: knowledge exchange and learning are central to working at Testlio. You’ll find that motivated, experienced TestLions with diverse backgrounds can always introduce you to new perspectives. With unlimited Udemy access and custom-made courses, you've got the perfect environment for both personal and professional development.
• Enable human possibilities: your work at Testlio has a larger purpose. As a TestLion you will not only help our customers create well-built digital experiences for their users, but also create opportunities for Testlio's freelance network, and support social impact programs like Ignite.
• Freedom to roam: Testlio is a global company that embraces flexibility. You'll have room to work wherever within your region's main time zones. We also want to make sure you can take time off from work to rest. We honor national holidays in your home nation, and provide a generous number of days off, including personal wellness days.

As a Customer Success Manager, you will ensure that all relevant resources are intelligently deployed to align with key performance indicators for your clients and for Testlio. You’ll be responsible for strategic client success, client growth, testing strategy, and more. 

Your responsibilities will include:

• Client Success
  • Taking full ownership of multiple client engagements from A to Z
  • Learning your client’s business objectives, culture, and people—and you will make strategic recommendations to achieve expected business outcomes
  • Actively evaluating and monitoring account health and satisfaction status including organizing and leading regular status and feedback calls with your clients
  • Being responsible for a set of ongoing financial, impact, and other metrics to maintain defined goals for each client
  • Lead onboarding for new account opportunities under the supervision of your Team Manager and Engagement Director. 
• Team Leadership and Collaboration
  • Work together  with Testing Managers, Support Leads, and testers from around the world to ensure exceptional testing experiences
  • Helping coach your team members to be as successful and grow within their roles
  • Collaborate effectively and professionally with other Testlio employees to solve problems and define new or improve existing processes
• Testlio Ambassadorship
  • Proactively driving new contract period scoping activities, and identifying upsell opportunities or ways for increasing the value of service offered
  • With customer satisfaction as your priority, you will proactively identify upsell opportunities or ways for increasing the value of Testlio’s service in partnership with the Team Lead, Testing Manager, and Account Director

• Technical Skills
  • Minimum of 5 years of experience in client services and/or account management with a proven track record of successful engagements with enterprise-level clients. 
  • 2+ years of experience in software testing or Quality Assurance is a bonus. 
  • Ability to identify customer value and build successful customer relationships
  • Good knowledge of software, including native apps, development, and testing methodologies will be a bonus.
• Human Skills
  • Strong communicator and presenter who possesses exceptional negotiation skills as well as sound interpersonal skills. You’re able to present concepts and data in a structured and well-ordered way
  • Proven strategic thinking and planning skills, including time management, problem-solving, task delegation, and prioritization capabilities
  • Thriving under pressure, adapt well to changes, and easily obtain new information
  • Resilience, self-motivated, results-driven, and proactive
  • Collaborate with multiple teams, both internal and client-facing

Testlio is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for people of all backgrounds and cultures.

If you have been directly affected by the war in Ukraine and are hired for this position, Testlio can help you relocate to Estonia.