Director of Customer Success

Founded in 2016, Katalon is the leading provider of a modern, comprehensive quality management platform. Katalon Platform enables quality assurance, DevOps, and software teams of any size to deliver world-class customer experiences faster, easier, and more efficiently.

Since its first launch, Katalon has experienced tremendous growth, serving more than 30,000 teams around the globe, including Fortune Global 500 companies such as PwC, KPMG, and Abbott. Katalon is recognized as a top automation tool by prestigious review sites such as G2, Gartner, Capterra, and IT Central Station.

About the role

We are seeking a strategic leader to innovate and scale our Global Customer Success function. This individual will be responsible to lead, mentor, and develop a high-performing team of Customer Success Managers responsible for customer renewals, retention, and growth that support our High Touch APMEA and Global Mid Touch customer PODs.

This role owns the strategy and execution that ensures customers achieve measurable value from our solutions, resulting in strong renewal performance, expansion opportunities, and long-term advocacy. The Director will report to our GVP of Customer Experience and collaborate cross-functionally with Sales, Product, Marketing, and Support to deliver a seamless customer experience and influence product direction through customer insights.

What You'll Own:

• Own overall renewal performance and quarterly retention goals, ensuring timely execution of renewal cycles and upsell opportunities.
• Oversee CSMs’ management of customer portfolios, ensuring proactive risk identification and implementation of structured save plans.
• Partner with Sales and Revenue Operations to build accurate renewal forecasts and maintain visibility into pipeline health.
• Drive programs to improve product adoption, usage, and satisfaction through regular business reviews, success plans, and customer health monitoring.
• Ensure CSMs consistently demonstrate ROI and business value to customers through measurable outcomes and success metrics.
• Partner across scalable engagement models (e.g., digital CS, community, success playbooks) to improve efficiency and impact across segments.
• Partner with Sales to identify and execute on expansion and upsell opportunities that align with customer goals.
• Collaborate closely with Product Management and Engineering to advocate for customer needs and influence roadmap prioritisation based on feedback and business impact.
• Work with Marketing and Customer Advocacy teams to develop customer reference programs, testimonials, and case studies showcasing success stories.
• Partner with Product Support and Professional Services to ensure seamless onboarding, implementation, and ongoing support experiences.
• Implement processes, tools, and analytics to improve visibility into customer health, risk, and engagement at scale.
• Utilise data-driven insights to inform renewal strategies, identify churn patterns, and guide executive decisions.
• Drive the evolution of Customer Success systems (CRM, CS platforms, dashboards) to enhance team efficiency and reporting accuracy.
• Serve as a senior point of escalation for strategic accounts, ensuring customer satisfaction and resolution of critical issues.
• Build and maintain strong relationships with executive sponsors across the customer base to ensure alignment with their evolving business needs.
• Champion the customer voice internally, driving alignment across teams to deliver a world-class customer experience.
  

• 10+ years of experience in Customer Success, Account Management, or related functions, with 5+ years in leadership roles managing teams.
• Proven track record of achieving or exceeding renewal and net retention goals in a SaaS or technology environment.
• Deep understanding of customer lifecycle management, health scoring, and success metrics.
• Strong business acumen with the ability to connect product capabilities to customer outcomes and ROI.
• Excellent leadership, coaching, and talent development skills with experience managing managers or senior ICs.
• Exceptional communication and executive presence; able to engage confidently with C-level stakeholders.
• Demonstrated success in cross-functional collaboration with Sales, Product, and Marketing teams.
• Proficiency with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, HubSpot, Vitally, ChurnZero, etc.).
• Bachelor’s degree required; MBA or equivalent preferred.

At Katalon, we bring together self-starting, open-minded, and talented people while actively promoting a transparent and growth-enabling working environment. But don’t just take our word for it. Take a better look below!

• Competitive Pay & Bonuses: We believe in rewarding great work! You'll receive an attractive salary package plus performance bonuses to help you meet your financial goals.
• Your Health & Happiness Matter: Take care of yourself with our comprehensive health coverage, flexible work options, and generous time off. We understand that life happens outside of work too!
• Location-Tailored Benefits: Enjoy a complete benefits package designed specifically for your country, giving you the best coverage where you live.
• Everything You Need to Succeed: Work with top-of-the-line equipment and enjoy modern facilities, plus helpful allowances to support your work setup.
• A Place Where You Belong: Join our worldwide family where we celebrate what makes each of us unique. Here, everyone has a voice and equal opportunities to shine.
• Room to Grow & Thrive: Your success is our success! We foster a trust-based culture where you can develop your skills, take on new challenges, and be recognized for your achievements.

Katalon is proud to be an equal-opportunity employer. We care about our people and celebrate our differences. We want to work with talented, collaborative, and innovative people. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other characteristics protected by law.