Customer Success Manager

Load Impact is the world’s most widely used online load testing Software as a Service, with over 130,000 users from 190+ countries and over a million executed load tests - Google “web load test"! They are a small, successful company already selling their services with great growth traction. You will be joining a startup that is “crossing the chasm”. Some of their current clients including customers like Microsoft®, SalesForce, United Health, ServiceNow and Citrix.

In 2009, they started the journey to launch Load Impact, and in 2011 it was published as a Software as a Service (SaaS). Since then they have never looked back.

Software as a Service (SaaS) is the fastest growing segment in today’s information technology space. On-line services are predicted to grow four times faster in revenue than traditional Enterprise Software. It is also predicted Application Quality Software segment could grow 31.5% during 2013-2017, reaching $1B in 2017.

Load Impact’s automated and on-demand testing services detect, predict, and analyze performance issues – providing the information businesses need to proactively optimize their websites, apps and APIs for customers. 

This role includes responsibilities for Customer Success activities (e.g., onboarding, support, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.). The role is the perfect combination of technical expertise/product solution brainstorming, customer service/retention skills, and sales engineer/needs analysis/up-sell traits.

This is a very progressive cutting-edge product and culture; you must be prepared to move at warp speed or faster!!! Does all of this sound like a tall order, or does this sound like the type of role where you can apply all those skills you already have and be rewarded for what you bring to the table?


  • Bachelor’s degree in marketing, technology management, or communications. Other degrees will be considered combined with relevant work experience.

  • 2-3 years of experience in a B2B customer facing role such as sales, account management or support.

  • Analytical and process-oriented mindset.

  • Experience working in software business is highly desired.

  • Solid and confident presentation skills.

  • Excellent verbal and written communication skills are required.

  • Candidates with strong data analytics background and customer success skills will immediately move to the top of the consideration list.

  • Qualifications:

  • Ability to manage influence through persuasion, negotiation, and consensus building.

  • Ideally combined background of post-sale and sales experience.

  • Strong empathy for customers AND passion for revenue and growth.

  • Deep understanding of value drivers in recurring revenue business models.

  • Demonstrated desire for continuous learning and improvement.

  • Enthusiastic and creative with the ability to inspire others.

  • Entrepreneurial and start-up mentality, and able to execute in such environment.

  • Self-motivated with a strong work ethic.

  • Responsibilities/Duties:

    Drive Customer Success Outcomes:

  • Increase renewal rates and reduce churn

  • Expand our revenue in accounts through cross-sell and up-sell

  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

  • Define and Optimize Customer Lifecycle

  • Map customer product usage and purchase decision journey

  • Develop listening points in journey (e.g., usage, satisfaction, etc.)

  • Standardize interventions for each point in journey

  • Define segmentation of customer base in order to create more relevant intervention tactics
  • Identify opportunities for continuous improvement of key customer journey conversion points

  • Learn from best practices in industry

  • Manage Customer Success Activities:
  • Leverage product onboarding scheme with additional training material, one-to-one contact, direct communication/marketing, etc.

  • Training

  • First line customer support

  • Contract renewals

  • Cross-sell / Up-sell

  • Testimonial collection and customer advocacy building

  • Measure Effectiveness of Customer Success:
  • Define operational metrics for team

  • Establish system for tracking metrics

  • Create cadence for review within team

  • Expose subset of metrics to executive team, company and board

  • Enhance Effectiveness and Efficiency Through Technology:
  • Support systems

  • Reference and advocacy solutions

  • Customer Success Management platform

  • Inspire Customer Success across the Company
  • Create company-wide culture of Customer Success

  • Work with Marketing , Product, Sales, Finance, and Executive Team to insure a consistent Success Culture with an awareness of each key areas key metrics and objectives

  • Drive company-wide definition of ideal customer

  • Create company-wide customer feedback loop

  • Send us your CV and cover letter