Digital 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.
About The Role
This role owns account health across all of Katalon's paid accounts and runs the digital onboarding framework that gets every new account to value. It brings onboarding and customer success together, so customers get one consistent journey from first login to a healthy, operating account.
The role has two core accountabilities: managing the digital onboarding framework and journey for all accounts, and monitoring account health on an ongoing basis. You will turn usage and health signals into early, proactive action, and alert Account Managers in time to address churn, contraction or expansion.
Because the role covers every paid account, it relies on digital engagement and scaled delivery methods - automated journeys, in-product guidance, email programs, webinars, Katalon Academy content and data-driven triggers - rather than one-to-one account management.
Department: Customer Services - Success and Delivery function
Scope: All paid accounts
Key stakeholders: Delivery Manager team, Customer Support, Account Managers
Key Accountabilities
Own account health and signal early action
Proactively report customer account health to the Executive Team, giving a clear view of overall Product Adoption Status.
Own ongoing health monitoring for all paid accounts, using signals such as weekly active users, usage trends, feature adoption, license utilization and support case patterns.
Provide proactive information to customers - new features, best practices, release updates and learning content - to deepen adoption and keep accounts healthy.
Act on amber and red health signals with targeted digital outreach, health checks or re-onboarding.
Work with Account Managers to define success metrics for their accounts, using the standard metric set or account-specific metrics where needed.
Regularly share account health signals with the Account Management team so they always know where their accounts stand.
Signal the Account Management team early on churn risk, contraction risk and expansion opportunities, with clear evidence and a suggested next step.
Build and maintain health dashboards, alerts and automated triggers so the right action happens at the right time across the whole customer base.
Share recurring patterns and customer feedback with the Delivery Manager team, Customer Support and Product to improve the experience.
Own the digital onboarding framework and journey for all accounts
Manage the digital onboarding framework end to end: stages, milestones, exit criteria and the customer journey from kickoff to the Operating stage.
Make sure every new paid account enters the right onboarding journey and moves through Onboarding → Adopting → Operating as fast as possible.
Work with Product Managers and the Katalon Academy team to build and update onboarding materials - guides, in-product walkthroughs, learning paths, courses, email sequences and webinar content - and keep them current with each release.
Track onboarding progress and days-in-stage across all accounts, find where accounts stall, and improve the journey to remove those blockers.
Run scaled onboarding programs such as group kickoffs, onboarding webinars and office hours.
Hand off accounts that need hands-on help to the Delivery Manager team, and technical issues to Customer Support, with clear context.
Working with key stakeholders
Delivery Manager team
Build the account health framework together with the DM team
Act as the bridge between the DM team and the Data / Insights team to build the relevant health dashboards
Customer Support
Route technical blockers
Use support case trends as a health signal
Align on self-service content
Account Managers
Define success metrics for their accounts, standard or account-specific
Share account health signals regularly
Send early churn, contraction and expansion signals
Support renewal readiness with health evidence
Product Managers and Academy team
Build and update onboarding materials
Feed back adoption friction and content gaps
How Success Is Measured
Onboarding speed for DLT accounts
How fast Digital / Low-Touch accounts move from start to the Operating stage, including days spent in each stage
Account health data readiness
Accurate, up-to-date account health data and dashboards available to Delivery Managers and Account Managers
On-time account health signals
Churn, contraction and expansion signals reach the Account Management team early enough to act on
What You Bring
Must have
2-3 years in Customer Success at a SaaS company, ideally B2B.
Hands-on customer onboarding experience: getting new customers set up, activated and to first value.
Experience running onboarding or health programs across a large customer base through digital or scaled engagement, such as email journeys, webinars, in-app guidance or self-service content.
Comfort working with data: reading usage dashboards, segmenting accounts and using signals to decide where to act.
Strong prioritization and organization; able to run many accounts in parallel without losing track.
Experience working with Product or enablement teams to create onboarding or training materials.
Clear written and spoken English, with confidence presenting to customers in group sessions.
Experience with a CRM (Salesforce preferred) and keeping records accurate.
Nice to have
Background in software testing, QA, DevOps or developer tools.
Experience with customer success platforms or engagement tools (e.g. Gainsight, Totango, Intercom, Pendo, HubSpot).
Experience building playbooks, automated journeys or onboarding programs from scratch.
Experience sharing customer insights with Account Management, Product or Marketing teams.
Experience supporting customers across multiple regions and time zones.
Why join us
Own onboarding and account health across Katalon's entire paid customer base.
Shape how Katalon onboards and retains customers as we move to a product-led, data-driven model.
Work closely with Delivery Managers, Customer Support, Account Managers, Product and the Academy team across Vietnam, India and the US.
Build skills in digital customer success, one of the fastest-growing areas in SaaS.
Job Benefit
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!
Total Remuneration: Satisfying your financial goals through competitive compensation and periodic performance bonuses.
Well-being & Work-life Balance: Staying healthy through comprehensive health plans, flexible work arrangements, and generous paid leaves.
Statutory Compliance: Labor compliance with local regulations that ensure employee security.
Work Facilities & Accommodation: Top-notch equipment, supportive allowances, and A-class facilities.
Diversity, Equity, Engagement, & Inclusion: Becoming part of a global team that celebrates differences, equal opportunity, and meaningful employee recognition.
Growth & Rewards: Thriving professionally through employee enablement, a culture of trust, and rewarding performance.
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.