Sr. Manager / Director - Customer Success & Professional Services

As Director of Operations for Customer Success, Support & Professional Services you will lead and set strategy for the operations supporting customer success, support, and professional services organizations at Katalon. This role will offer strategic partnership, consultation, and hands-on execution support to our Global VP of CS&S and management. They will partner closely with stakeholders on cross-functional teams to plan and implement systems and programs in support of Katalon’s strategic initiatives. This is a leadership role that requires a strategic thinker with strong communication skills and a customer-focused mindset.

How You’ll Make An Impact

• Work with business owners to oversee the implementation of the CS&S strategy and programs across all regions and customer segments
• Lead transformational initiatives to support Katalon’s growth objectives with a focus on achieving customer retention and upsell/cross-sell KPIs (e.g., NRR, GRR, CSAT)
• Partner with business owners to identify and implement new monetization opportunities through professional services and support offerings
• Build strong relationships with key stakeholders, including sales, product, marketing, finance, revenue operations, and data science teams, to drive customer success and retention
• Develop and implement processes and best practices to enhance the efficiency and effectiveness of CS&S teams
• Implement and manage professional services, support and customer success tools and platforms (Salesforce, Planhat) to ensure data accuracy and facilitate efficient operations
• Own and manage the daily/weekly/monthly forecast process by providing in-depth analysis of customer data to identify upsell and cross-sell opportunities and predicting churn risks
• Collaborate with business teams and product analytics for look-backs of customer trends and behaviors and co-author go-forward plans
• Collaborate with business partners and finance on annual planning and budgeting processes, including resource allocation and compensation planning
• Ensure enablement teams are plugged into and executing comprehensive programs to train the field on new programs/offerings/plays
• Monitor and analyze market trends, customer needs, and competitive activities to inform strategic decisions

• 10+ years of experience in customer success, strategy, operations, or consulting role, with at least 5 years in a leadership position
• Subject matter expert with substantive knowledge of customer success, support and services functions
• Proven track record of driving customer retention, expansion, and operational efficiencies, preferably in a SaaS environment
• Strong analytical and financial acumen and ability to draw insights and influence data-driven decisions
• Excellent stakeholder management and communication skills
• Superb people and leadership skills and ability to drive large-scale change management in a fast-paced, high-growth environment
• Expertise navigating within ambiguous situations, with high levels of autonomy
• Demonstrated ability to take initiative and manage multiple, complex, competing priorities

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.
• Growth & Rewards: Thriving professionally through employee enablement, a culture of trust, and rewarding performance.
• Physical & Mental Health: Staying healthy through comprehensive health plans, and generous paid leaves.
• Diversity, Equity & Inclusion: Becoming part of a global team that celebrates differences and equal opportunity.

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.