Manager, Account Management (B2B, SaaS)

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:

Katalon is looking for a Manager, Account Management to drive scalable revenue growth across the full digital customer lifecycle for our SaaS software quality platform.

This role sits at the intersection of sales, customer success, product adoption, digital experience, and revenue operations. You will own how customers discover, evaluate, purchase, expand, and renew through digital-first journeys, while working closely with Product, Marketing, Customer Success, Sales, and Operations.

As Katalon evolves toward a unified AI-augmented software quality platform, this role will help turn customer signals, product usage, market feedback, and commercial data into repeatable growth motions across net-new acquisition, expansion, and retention. Katalon’s platform messaging emphasizes unified testing workflows, AI-assisted quality, lifecycle visibility, and governance, which should shape the role’s customer and commercial focus.

Core Responsibilities:

Customer pool management

• Manage the health of a broad customer pool using product usage data, customer behavior, renewal signals, support trends, and commercial history.

• Segment customers by growth potential, risk level, product adoption, renewal timing, and expansion readiness.

• Build scalable engagement programs for different customer groups, including self-serve, human semi-assisted, and digitally assisted customers.

Expansion and portfolio growth

• Proactively identify upsell and cross-sell opportunities based on product adoption, team growth, usage patterns, testing maturity, and customer needs.

• Partner with Product and Customer Success to connect customer pain points with relevant platform capabilities.

• Translate customer and market insights into actionable expansion plays, campaigns, and lifecycle messaging.

Retention and risk protection

• Develop and execute digital retention strategies to protect customer revenue and improve renewal health.

• Run regular product pulse checks, customer feedback loops, and market analysis using the 4Ps: product, price, place, and promotion.

• Detect early churn risks and coordinate mitigation actions with Customer Success, Sales, Support, and Product.

• Support smooth renewal and upgrade experiences, especially as customers transition into new platform packaging and digital onboarding flows. Katalon's current True Platform upgrade flow emphasizes self-service first journeys, digital onboarding, zero service interruption, and customer education through the True Information Center.

Cross-functional execution

• Act as the business owner for digital customer growth initiatives across Product, Marketing, Sales, Customer Success, Support, and Operations.

• Turn customer insights into clear recommendations for messaging, onboarding, packaging, sales plays, and product experience improvements.

• Build dashboards, operating rhythms, and reporting views for pipeline, conversion, expansion, retention, churn risk, and customer health.

• Lead fast iteration cycles, diagnose performance gaps, and drive practical solutions with measurable business impact.

Job Requirements

• Strong background in B2B SaaS sales, customer success, account management, or revenue growth.

• Experience managing revenue outcomes across acquisition, expansion, and retention.

• Strong understanding of SaaS metrics such as ARR, MRR, NRR, GRR, churn, pipeline conversion, product adoption, customer health, and expansion signals.

• Customer-centric mindset with the ability to balance customer value, business impact, and operational scalability.

• Experience working in digital-first, low-touch, self-serve, or product-led growth motions.

• Strong analytical and problem-solving skills, with the ability to turn data into action.

• Comfortable working cross-functionally with Product, Marketing, Sales, Customer Success, Support, and Revenue Operations.

• Seasoned team lead or manager who can drive execution, coach others, and operate in a fast-changing environment.

• Fluent English communication skills, equivalent to C1 level or above.

• Strong business writing and stakeholder communication skills.

• Ability to work with ambiguity, test quickly, learn from results, and improve processes continuously.

Preferred Experience:

• Experience in SaaS products for software development, DevOps, QA, test automation, developer tools, or enterprise software.
• Technical understanding of software testing, automation testing, QA workflows, CI/CD, or software delivery processes.
• Experience with CRM, customer success platforms, product analytics, marketing automation, or revenue dashboards.
• Experience designing customer lifecycle programs, onboarding journeys, renewal plays, upgrade motions, or expansion campaigns.
• Experience leading digital transformation in sales, customer success, or revenue operations.
• Familiarity with product-led growth, digital customer success, self-serve commerce, or AI-assisted sales/customer operations.

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 leave.
• 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.