Customer Success Lead

Who are we and what do we do?

BrowserStack is the world's leading software testing platform powering over two million tests every day across 19 global data centers. BrowserStack's products help developers build bug-free software for the 5 billion internet users accessing websites and mobile applications through millions of combinations of digital environments—devices, browsers, operating systems, and versions. We help Tesco, Shell, NVIDIA, Discovery, Wells Fargo, and over 50,000 customers deliver quality software at speed by moving testing to our Cloud. With BrowserStack, Dev and QA teams can move fast while delivering an amazing experience for every customer.

BrowserStack was founded by Ritesh Arora and Nakul Aggarwal in 2011 with the vision of becoming the testing infrastructure for the internet. We recently secured $200 million in Series B funding at a $4 billion valuation in June 2021.

At BrowserStack we solve real problems—each day is a unique challenge and an opportunity to make a difference. We strive to be open, transparent, and collaborative, so no feat is too big to achieve. BrowserStack is an extension of its people and a place where they can grow both professionally and personally. To that effect, we’re humbled to be recognized  by leading organizations around the world:

• BrowserStack is Great Place to Work-Certified™ 2020-21

• Named “SaaS Startup of the Year” in 2022 by SaaSBOOMi

• Ranked in Forbes Cloud 100 in 2021 - for the second time

• Featured in LinkedIn Top Startups India 2018

Role in nutshell:

Driving customer advocacy, you will assist clients to realize value from BrowserStack’s product portfolio, and help them use our products to meet their goals. With a solid understanding of tech, you will manage multiple stakeholders, drive engagement with customers at key points in the customer journey, and get them onboarded and adopted on our products. 

Desired experience:

• 7-10 years of experience in Customer Success/Customer facing role

• Extensive experience in Customer Lifecycle Management, from onboarding to retention.

• Skilled in conducting training sessions and leveraging playbooks for smooth adoption.

• Proficient in driving product usage through check-ins, adoption insights, and engagement tracking.

• Strong track record in cross-sells, up-sells, and renewals alongside AEs.

• Experienced in churn prevention, proactive renewals, and resolving customer concerns.

• Background in complex technology products with a deep understanding of business environments.

• Excellent communication skills across email, phone, and in-person interactions.

• Adept at identifying business needs, process gaps, and translating them into opportunities.

• Ability to demonstrate ROI to both technical and executive audiences.

• Flexible to work in shifts; QA/testing experience is a plus.

Key Responsibilities:

• Manage multiple priorities for enterprise and strategic customers.

• Onboard and train customers for effective platform usage.

• Deliver personalized product demos and webinars.

• Identify risks and implement mitigation strategies for retention and growth.

• Collaborate with AE/Renewals teams to ensure seamless renewals.

• Lead quarterly/monthly reviews, offering best practices and guidance.

• Foster customer advocacy within your portfolio.

Benefits:

In addition to your total compensation, you will be eligible for following benefits, which will be governed by the Company policy:

• Medical insurance for self, spouse, upto 2 dependent children and Parents or Parents-in-law up to INR 5,00,000

• Gratuity as per payment of Gratuity Act, 1972

• Unlimited Time Off to ensure our people invest in their wellbeing, to rest and rejuvenate, spend quality time with family and friends

• Remote-First work environment that allows our people to work from anywhere in India

• Remote-First Benefit for home office setup, connectivity, accessories, co-working spaces, wellbeing to ensure an amazing remote work experience