Customer Success Manager - Remote Eligible

Katalon Public Sector Customer Success Manager

Founded in 2016, Katalon is the category leader in AI-augmented software testing, empowering hybrid testers—those blending manual, automation, and AI skills—to deliver exceptional digital experiences. Katalon enables 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 across 80+ countries, many of which are in the Fortune Global 500. Katalon has been named a G2 Leader in software testing for 11 consecutive quarters and a Great Place to Work for three consecutive years.

Responsibilities

• Manage a portfolio of global public sector customers, driving product adoption, ensuring customer retention, and maintaining high satisfaction levels.
• Build and maintain regular engagement with Partners and Resellers responsible for commercial relationships and renewals of public sector accounts.
• Collaborate closely with the Partner Success Manager to design and execute partner-led programs that enhance customer engagement and value realization.
• Develop and deliver scalable initiatives—such as webinars, digital enablement content, and interactive sessions (e.g., office hours)—to promote product adoption and best practices.
• Leverage product usage data and account health metrics to prioritize outreach, identify trends, and take proactive actions to maximize customer success.
• Execute retention strategies ("save plays") for customers exhibiting decreased usage or potential churn risk.
• Maintain deep expertise in the Katalon platform, its key use cases, and best practices to effectively guide and advise customers.
• Gather and synthesize customer insights from engagement and data analysis to identify common adoption barriers, usage challenges, and churn drivers across the public sector segment.