Customer Success Manager

SmartBear • Somerville, MA

31d • Hybrid

About The Position

At SmartBear, we believe building great software starts with quality – and we’re helping our customers make that happen every day. Our solutions bring visibility and automation to software development, making it easier for teams to deliver high-quality software faster. SmartBear is trusted by over 16 million developers, testers, and software engineers at 32,000+ organizations – including innovators like Adobe, JetBlue, FedEx, and Microsoft.
Customer Success Manager
Own and grow long-term relationships with enterprise customers, driving adoption and value realization across the SmartBear portfolio.
Act as a trusted strategic partner, aligning SmartBear solutions to customer business outcomes throughout the lifecycle.
Collaborate cross-functionally to deliver a seamless customer experience from onboarding through renewal and expansion.
About the Role
As a Customer Success Manager you will:
Proactively engage enterprise customers to build, maintain, and expand trusted relationships across your assigned portfolio.
Position SmartBear as a strategic partner by aligning products and solutions to customer goals and driving adoption and optimization.
Monitor customer usage and health metrics, providing insights and recommendations to improve outcomes and retention.
Conduct regular business reviews to ensure value realization and strengthen executive-level relationships.
Serve as the voice of the customer, sharing insights with Sales, Renewals, Marketing, Support, and Product teams to influence product evolution and customer experience.
Partner closely with internal stakeholders on renewal and upsell opportunities to support long-term customer success.

Requirements

• 3–5 years of experience in Customer Success, Account Management, or a similar customer-facing role within a software or technology environment.
• A strong commitment to delivering exceptional customer experiences and building long-term partnerships.
• Excellent verbal and written communication skills, with the ability to influence stakeholders at all levels.
• Strong analytical and problem-solving skills, with a proactive approach to identifying and resolving customer challenges.
• Proven ability to collaborate effectively with cross-functional teams including Sales, Marketing, Product, and Support.
• Comfort working with software products and technologies, with the ability to learn and communicate technical concepts quickly.

Responsibilities

• Proactively engage enterprise customers to build, maintain, and expand trusted relationships across your assigned portfolio.
• Position SmartBear as a strategic partner by aligning products and solutions to customer goals and driving adoption and optimization.
• Monitor customer usage and health metrics, providing insights and recommendations to improve outcomes and retention.
• Conduct regular business reviews to ensure value realization and strengthen executive-level relationships.
• Serve as the voice of the customer, sharing insights with Sales, Renewals, Marketing, Support, and Product teams to influence product evolution and customer experience.
• Partner closely with internal stakeholders on renewal and upsell opportunities to support long-term customer success.

Benefits

• 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.
• At SmartBear, we believe transparency in pay is part of how we build trust—with our employees, candidates, and community. Our compensation philosophy is grounded in market competitiveness, internal equity, and rewarding impact.
• We encourage candidates to view compensation as part of their total rewards experience at SmartBear. This includes performance-based bonuses for eligible roles, a generous benefits package that supports employees’ health and well-being, and promotes work-life balance through flexible time off and hybrid work options. You can build your career at SmartBear through professional development opportunities, and an inclusive, collaborative culture where everyone can thrive.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees