Customer Success Manager

Job Title: Customer Success Manager

Location: Surat, Gujarat (On-site)

Company: TestGrid

Employment Type: Full-time

Salary Range: As per market standards

JobRole

We are seeking a highly skilled Customer Success Manager (CSM) who will play a critical role in ensuring our customers achieve measurable value from the TestGrid platform. In this role, you will manage customer relationships from onboarding through renewal, drive product adoption, streamline POCs, and proactively identify opportunities for account expansion. You will act as a trusted advisor-guiding customers, optimizing their workflows, and reducing churn through strategic engagement.

This position requires a strategic, customer-focused professional with strong technical aptitude, excellent communication skills, and a passion for delivering exceptional customer experiences. As a key member of the TestGrid.io customer team, you will lead client engagement efforts, ensure long-term satisfaction and growth, and contribute to strengthening our overall customer success framework.

Key Responsibilities

1. Customer Onboarding & Adoption

• Lead end-to-end onboarding for new customers, including setup, training, environment configuration, and best-practice workflows.
• Drive adoption and usage across various TestGrid modules: automation, real device testing, browser testing, network testing, APIs, accessibility, etc.
• Proactively identify gaps in customer usage and recommend solutions to increase platform value.

2. Manage POCs & Customer Enablement

• Own the success of customer POCs, ensuring technical validation and value realization.
• Coordinate with internal teams (Engineering, Support, Product) to address blockers and ensure smooth execution.

3. Customer Relationship Management

• Serve as the primary point of contact for enterprise accounts.
• Conduct regular check-ins, QBRs, and roadmap discussions.
• Build strong rapport with QA Leads, Test Managers, Infra Managers, and C-level stakeholders.

4. Upsell, Cross-sell & Revenue Growth

• Identify account expansion opportunities across TestGrid modules and device/cloud consumption.
• Collaborate with Sales on renewals, expansions, and contract negotiations.
• Track account health and intervene early to prevent churn.

5. Product Advocacy & Feedback Loop

• Become an expert in the TestGrid platform and provide guidance on industry best practices.
• Gather product feedback from customers and collaborate with the Product team to influence the roadmap.
• Develop customer-facing resources: guides, playbooks, training videos, and FAQs.

6. Support Escalation & Issue Resolution

• Work closely with the Support & Engineering teams on high-priority issues.
• Facilitate clear communication between the customer and internal teams, ensuring timely resolutions.

Why Join TestGrid

• Opportunity to work with a cutting-edge automation & testing platform.
• High-growth environment with ample scope for innovation and ownership.
• Collaborate with global clients and a talented cross-functional team.

How to Apply:

We want to hear from you! Please submit your resume to [Confidential Information] with the subject line: Customer Success Manager - TestGrid

TestGrid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees