Hybrid Customer Success Manager

at Katalon

• Job title: Customer Success Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Ho Chi Minh City, Vietnam

About the role

• Customer Success Manager for public sector clients at Katalon. Driving product adoption and customer satisfaction for the AI-testing leader.

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.

Requirements

• Good verbal, written, organizational, presentation, and communications skills
• Strong data analysis and creative problem-solving ability
• Solution-centric mindset
• At least 5 years of prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention
• Good to have: Experience in working with resellers in public sector
• Good to have: Basic knowledge and understanding of software testing

Benefits

• **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.