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Customer Success Manager



Bengaluru, Karnataka, India
Posted on Monday, May 29, 2023

Who We Are

HeadSpin is a unique developer platform that combines data science insights and global device infrastructure to enable companies to perfect their digital experiences during the engineering cycle. HeadSpin platform is present in over 50 countries. Its data science platform has an ability to assess over 130 performance KPIs, analyze root cause of the poor experience issues and recommend solutions to address them. HeadSpin differentiates itself from other testing solutions that only focus on functional or load testing. By using HeadSpin, companies have enhanced their customer experience, reduced time to market and optimized the cost of their digital applications.

About the Role

We are looking for high-energy and passionate individuals to join our growing Customer Success team. You’re passionate about engaging your customers and helping them get the most out of our solution. You have impeccable relationship building skills and can create win/win environments for all parties that you work with. You are a software developer, have previous software development experience in one or more of the languages we use. If you love start-ups, working with customers and thinking on your feet, then we want to talk to you!

You’ll need the aptitude and attitude to learn the innovative ways in which mobile apps and websites are tested, and understand and relate to the challenges faced by mobile developers, performance teams and test teams. We are looking for people with 3+ years of experience in managing customer success in a product company focusing on software test automation or mobile app development.

What You'll Do

As a Customer Success Manager, you will be responsible for providing world class product leadership and guidance to our customer base. You will work with customers to deliver an exceptional onboarding experience, realize the full value of HeadSpin and ensure that they achieve success in their business goals. You will be responsible for tracking and ensuring healthy usage of the Headspin platform and improving customer satisfaction, leading to renewals and expansions of existing accounts. This role will require you to interact directly with customers and enable clients to be effective users of the products. You will have the full support of your colleagues in engineering, technical support, professional services, and Customer Success Engineers (CSEs) to call upon as you track and resolve any obstacles to happy customers.

  • Track accounts to identify churn risk and work proactively to eliminate that risk.
  • Maintain and increase your product knowledge on applicable products/applications, operating systems and hardware via training, documentation, personal research, and experience.
  • Work with customers to ensure deployment, onboarding, user adoption, retention and overall success.
  • Impart technical leadership and direction on all aspects of HeadSpin’s products and services.
  • Ensure any account issues are resolved quickly, utilizing resources from across Technical Support, Sales, Engineering.
  • Function as the voice of the customer and provide internal feedback on how HeadSpin can better serve our customers.
  • Maintain and gain knowledge of the languages and technologies supported by HeadSpin.

What You Need

  • You need to be experienced with developer products and platforms
  • Understanding of any or all of the following Python, Java, or JavaScript
  • Experience with using a CI/CD system.
  • Experience with mobile app support
  • 3+ years work experience in a software development role, or a customer-facing role such as technical customer success, account management, presales engineering or technical consultant role.
  • Experience successfully managing customer engagements to completion and customer satisfaction and a proven record of professional customer service in a high growth environment.
  • Maintain a positive, empathetic, and professional attitude toward customers at all times.
  • Good understanding of technology and remote support and the ability to work after hours support.
  • Excellent interpersonal communication and customer service skills
  • Ability to collaborate well with global support teams, engineering, sales, and other cross-functional teams in resolving customer and prospect reported issues.
  • Ability to handle a fast-paced environment and challenging workload.
  • Experience in or understanding of Web/Mobile app development & architecture including common test automation tools like Appium, Selenium, XCUITest, UIAutomator, Espresso, etc.
  • Comfortable working in a Linux/Mac environment and using Rest APIs.
  • Able and willing to travel as the job requires.