Customer Success Manager

SmartBear delivers application integrity for modern tech stacks, ensuring continuous, measurable assurance that software just works as intended with governance to operate at AI speed and scale. SmartBear offers deep test automation, API lifecycle management, and observability capabilities. With integrations across the SDLC, it sets a new quality standard for application delivery teams.

SmartBear is trusted by more than 16 million developers, testers, and software engineers across 32,000 organizations, including 75% of the largest financial institutions and industry leaders such as Adobe, JetBlue, and Microsoft. SmartBear’s best-loved brands include Swagger, TestComplete, Reflect, QMetry, Zephyr, and more. As stewards of a collaborative open source community, SmartBear meets customers where they are to make our technology-driven world a better place. Learn more at www.smartbear.com, or follow us on LinkedIn, X, and Reddit.

At SmartBear, you will be part of a dynamic team solving one of the most critical challenges facing modern businesses: ensuring the integrity of software in an AI-driven world. Whether you are working directly with customers, driving go to market strategies, supporting operations, building products, or enabling teams, your contributions help shape the future of software quality for organizations worldwide. Join us in our mission.

SmartBear is looking for a commercially driven Customer Success Manager with genuine domain expertise in software testing and quality engineering. This is a high-touch enterprise role within our EMEA team, focused on customers using our Test Management and Functional Testing portfolio.

You will own the post-sales relationship for a defined portfolio of enterprise accounts — building trusted partnerships with QA leads, engineering teams, and senior technology stakeholders. What sets this role apart is the expectation that you understand the world your customers operate in: the pressures of release cycles, the challenges of scaling test coverage, and the strategic importance of quality within software delivery. You bring that understanding into every conversation, helping customers connect SmartBear’s solutions to outcomes that matter to their business.

Successful candidates are required to be on site in the Galway office a minimum of 3 days per week.

What you'll do:

Customer Relationships & Lifecycle Management

• Own the end-to-end post-sales relationship for a portfolio of strategic accounts, serving as the primary point of accountability for customer health, satisfaction, and retention.
• Build and maintain trusted, multi-threaded relationships across both technical and business personas — from QA practitioners and engineering leads through to VP and Director-level stakeholders.
• Develop account Success Plans with clear milestones, adoption goals, and risk indicators, reviewed on a regular cadence with customers and internally.
• Proactively monitor customer health signals — including product usage, engagement patterns, and support activity — and take appropriate action ahead of risk materialising.

Value Realisation & Business Reviews

• Conduct structured, outcome-focused Business Reviews that connect SmartBear product usage to tangible quality engineering outcomes — such as improved test coverage, reduced defect escape rates, or faster release cycles.
• Articulate the ROI of SmartBear’s solutions clearly and credibly, adapting the conversation to the audience whether that is a hands-on QA lead or an Engineering Director focused on delivery efficiency.
• Use your domain knowledge to challenge customers constructively, helping them get more from the tools they already have and identifying where they could go further.
• Serve as the voice of the customer internally — sharing insights with Product, Support, and Marketing teams to inform roadmap decisions and improve the overall customer experience.

Retention & Growth

• Partner with the Renewals team to protect net revenue retention across your portfolio, ensuring risk is flagged and actioned well in advance of renewal dates.
• Identify signals of expansion potential within accounts — including unmet use cases, team growth, or adjacent product fit — and flag these internally, remaining actively involved as conversations develop in partnership with Sales.
• Collaborate closely with Sales, Renewals, and Marketing to ensure a joined-up commercial approach across the customer lifecycle.

Cross-functional Collaboration

• Work effectively with internal teams including Sales, Renewals, Support, Product, and Marketing to resolve customer challenges and create a seamless experience.
• Contribute to the development of CS playbooks, reusable frameworks, and domain-specific content that raise the quality of engagement across the team.
• Track and report on key portfolio metrics — health scores, adoption trends, renewal forecasts — using data to prioritise effort and inform strategy.

We are looking for you if you have:

Experience

• 3–5+ years in Customer Success, Account Management, Technical Support, or a similar customer-facing role within the software or technology industry.
• Domain expertise in software testing or quality engineering, gained through direct experience as a tester, QA engineer, or quality lead; a product support or technical account role within a test tooling company; or a CSM role where the product domain was test management or functional testing.
• The route matters less than the depth — you should be able to hold a credible, informed conversation about how software teams plan, manage, and improve their testing processes.
• Proven ability to manage complex enterprise accounts with multiple stakeholders across technical and commercial functions.
• Track record of driving measurable outcomes for customers, whether that is adoption improvement, time-to-value, or retention — and the ability to evidence this.

Domain Knowledge

• Solid understanding of the software development lifecycle (SDLC), including Agile and DevOps delivery models, and where quality engineering fits within them.
• Practical knowledge of test management: test planning, case authoring, coverage analysis, defect lifecycle management, and test reporting.
• Familiarity with functional testing approaches — including manual, automated, and regression testing — and the practical challenges teams face in scaling these.
• Awareness of how testing tooling integrates within broader development and delivery pipelines, without needing to operate at the level of scripting or configuration.
• Curiosity about the evolving quality engineering landscape, including trends such as AI-assisted testing and shift-left methodologies.

Commercial & Interpersonal Skills

• Strong commercial awareness — you understand how to frame value in terms of business outcomes and ROI, and can hold that conversation confidently with senior stakeholders.
• Excellent verbal and written communication skills, with the ability to adapt your style and depth depending on your audience.
• Analytical and data-driven in your approach, using customer health metrics, usage data, and engagement signals to prioritise and act.
• Highly organised, able to manage a portfolio of complex accounts with discipline and a structured mindset.
• Collaborative and straightforward to work with — both for customers and for internal teams.

Nice to have:

• Experience working with test management or functional testing platforms in any capacity — as a user, administrator, support contact, or CSM.
• Familiarity with CS platforms such as Planhat
• ISTQB Foundation or equivalent quality engineering certification.
• Experience in a high-touch enterprise SaaS environment.

Why you should join the SmartBear crew:

• You can grow your career at every level.
• We invest in your success as well as the spaces where our teams come together to work, collaborate, and have fun.
• We love celebrating our SmartBears; we even encourage our crew to take their birthdays off.
• We are guided by a People and Culture organization - an important distinction for us. We think about our team holistically – the whole person.
• We celebrate our differences in experiences, viewpoints, and identities because we know it leads to better outcomes.

Did you know?

• Our main goal at SmartBear is to make our technology-driven world a better place.
• SmartBear is committed to ethical corporate practices and social responsibility, promoting good in all the communities we serve.
• SmartBear is headquartered in Somerville, MA with offices across the world including Galway Ireland, Bath, UK, Wroclaw, Poland and Bangalore, India.
• We’ve won major industry(product and company) awards including B2B Innovators Award, Content Marketing Association, IntellyX Digital Innovator and BuiltIn Best Places to Work.

SmartBear is committed to creating an inclusive workplace for employees where all individuals are treated with respect and dignity. We are an equal opportunity employer and make employment decisions based on merit, qualifications, and business needs. We do not discriminate on the basis of race, color, religion, sex, national origin, age, gender, disability, veteran status, sexual orientation, or any other protected status under applicable laws. We are dedicated to fostering a workplace that reflects a diversity of thought and experience as well as our values of being smart, open, driven, accountable, and curious.

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