Functionize is a leading provider of Agentic Automation Platform, transforming how businesses approach software testing. Our platform leverages advanced machine learning technologies to deliver robust, scalable, and intelligent testing tools that integrate seamlessly into diverse business environments. By AI Agents to automate complex testing tasks, Functionize enables companies to accelerate product development, reduce costs, and enhance software quality.

As a Customer Success Manager at Functionize, you’ll be the trusted guide for our customers on their journey with us. You’ll be their go-to person, helping them seamlessly adopt our platform, maximize its value, and achieve their business goals. Whether it's managing onboarding process, solving challenges, or planning long-term success strategies, you’ll be the driving force behind building strong, lasting relationships with our customers.

What You’ll Do

• Build Relationships that Matter: You’ll develop deep, meaningful relationships with our customers, ensuring they feel supported and valued throughout their journey with Functionize.
• Lead Onboarding and Drive Adoption: You'll co-lead onboarding sessions, guiding customers step-by-step as they integrate our platform into their business. Your goal: ensure they experience quick wins and continued value.
• Maximize Customer Value: You'll proactively help customers explore and use Functionize’s full feature set, aligning product use with their goals to ensure they get the most out of our platform.
• Be a Strategic Partner: Lead regular strategic reviews (QBRs) with customers, helping them navigate their challenges, identify growth opportunities, and align Functionize’s solutions with their evolving needs.
• Prevent Churn, Promote Growth: You’ll be our first line of defense against churn, identifying risks early and working proactively to resolve any concerns. You’ll also spot expansion opportunities and collaborate with sales on cross-sell and upsell strategies.
• Champion the Voice of the Customer: You’ll advocate for your customers internally, ensuring their feedback and needs are heard by our product, support, and engineering teams.
• Track Success: Measure and track key metrics like customer satisfaction, NPS, and retention rates, always looking for ways to improve both the customer experience and our internal processes.

Who You Are

• A Relationship Builder: You thrive on creating strong connections, earning trust, and being the go-to person for your customers.
• Proactive & Resourceful: You don’t wait for problems to come to you—you spot opportunities, anticipate needs, and always come prepared with a solution.
• A Strategic Thinker: You’re comfortable thinking of the big picture, aligning customer goals with product capabilities, and mapping out strategies for long-term success.
• A Great Communicator: You know how to simplify complex topics, making them accessible to both technical and non-technical audiences. Your communication skills—both written and verbal—are top-notch.
• Technically Savvy: You’re comfortable discussing technical details and collaborating with TAMs and our product team to solve complex issues and optimize customer success.
• Collaborative at Heart: You enjoy working cross-functionally with sales, support, and product teams to create the best possible experience for customers.

What You Bring

Education & Background:

• Customer Success or Account Management Experienc e: Proven experience in managing customer relationships, preferably in a SaaS or technology environment, where you have focused on ensuring customer success and long-term satisfaction. You have a track record of helping customers achieve their business outcomes by leveraging product capabilities.
• Strategic Account Management: Ability to manage multiple customer accounts, developing tailored strategies to align Functionize’s platform with each customer’s unique business goals. Skilled in guiding customers through their lifecycle, from onboarding to ongoing optimization and renewal.

Communication & Collaboration:

• Strong Communication Skills: Excellent verbal and written communication skills, enabling you to clearly convey product value, provide guidance, and navigate customer challenges. You are skilled at explaining technical concepts to both technical and non-technical audiences.
• Cross-Functional Collaboration: Experience working closely with internal teams such as product, sales, support, and engineering to ensure customer needs are met. You are a strong advocate for the customer and can coordinate cross-functional efforts to deliver a seamless customer experience.

Problem Solving & Customer Advocacy:

• Proactive Problem-Solving: You’re able to anticipate customer challenges, addressing them before they escalate. You proactively identify opportunities to enhance customer success and prevent churn by ensuring the customer is consistently receiving value from the platform.
• Customer Advocacy: Skilled in being the voice of the customer internally, you can gather customer feedback and work with product and development teams to influence roadmap decisions, ensuring the product evolves to meet customer needs.

Project & Success Management:

• Onboarding & Enablement Expertise: Experience leading customer onboarding sessions, guiding customers through setup, adoption, and early-stage success. You ensure customers quickly realize the value of Functionize by helping them understand how to apply the platform to achieve their business goals.
• Business Reviews & Account Health: Skilled in conducting regular business reviews (e.g., QBRs) with customers to assess progress, identify growth opportunities, and resolve challenges. Ability to monitor and improve key account health metrics, such as NPS, customer satisfaction, and retention rates.

Sales & Growth Collaboration:

• Upsell & Cross-Sell Identification: Ability to recognize upsell and cross-sell opportunities within accounts and work closely with the sales team to expand customer usage of the platform. Skilled in aligning customer success with growth opportunities.
• Renewal Management: Experience in managing contract renewals by ensuring that customers continue to see value from the platform, mitigating risks of churn, and facilitating successful long-term partnerships.

Industry & Product Knowledge:

• Technical & Business Acumen: Ability to quickly understand both the technical aspects of the Functionize platform and the business context in which customers operate. You can speak fluently about how Functionize’s features help solve business challenges.
• Familiarity with Automation & AI Platforms: A plus if you have experience working with AI-driven platforms, automation tools, or similar SaaS products, as it will help you better understand and explain Functionize’s unique value proposition.
• Familiarity with Customer Success Platforms (e.g., ChurnZero): A plus if you have experience with Customer Success Platforms like ChurnZero, which will help you track customer health, measure engagement, and drive customer outcomes.

Soft Skills (Empathy & Adaptability):

• Empathy & Customer-Focused Mindset: You possess a deep understanding of customer needs, and you work diligently to ensure customers are satisfied and successful. You can adapt your approach to meet varying customer expectations and preferences.
• Resilience & Adaptability: You are comfortable navigating dynamic environments, adapting to changes in customer requirements, and managing multiple priorities at once. Your resilience helps you maintain strong relationships even in challenging situations.