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

This is an internal, data-driven role that owns the account success metrics for our customer base. You are not the person managing the customer relationship — Account Managers own adoption, retention, and expansion with their accounts. Your job is to define, instrument, and monitor the metrics that tell us whether accounts are succeeding, turn those metrics into insight, and work through the Account Managers to drive the numbers in the right direction.

Think of yourself as the analytical engine behind customer success: you make account health measurable and legible, you spot where accounts are falling short, and you equip the AMs with the signal and recommendations they need to act. Many of these metrics don't exist in a ready-made dashboard yet, so a big part of the role is building them from scratch in partnership with the Insight and Product teams.

This is distinct from our Product Onboarding & Adoption Specialist, who builds the in-product onboarding and adoption experience itself. You own the measurement of account success; they own the product surface; the Account Managers own the customer relationship.

You sit within Customer Services and work closely with the Insight team, Product, and Account Managers, alongside Solution Engineers (who own technical health).

The metrics you'll own

You are the owner of the account success metrics, including product utilization (license utilization, measuring how many of the licenses an account paid for are actually being used), speed of adoption (how quickly accounts move from activation to regular, sustained use), productivity and depth of use (how intensively users get value from the product, measured per user and per project and benchmarked against comparable accounts where possible), and quality outcomes (for trackable accounts, the quality impact customers achieve with Katalon, such as defects caught in production pipelines or requirement coverage).

You don't just report these metrics — you own their definitions, data sources, dashboards, and the insights they generate.

What you'll do

• Define the success metrics. Work with the Insight team and Product to agree definitions, source the data, and build the dashboards and cohort views behind utilization, adoption, productivity, and quality. Set baselines and targets.

• Monitor account health. Continuously track the metrics across the customer base, segment accounts by health, and surface where accounts are falling short or showing risk and opportunity.

• Turn metrics into insight and action. Translate the data into clear, account-level recommendations — what's wrong, why, and what the AM should do about it.

• Work with Account Managers to drive the numbers. Partner with AMs to act on the signal: prioritize at-risk and high-opportunity accounts, agree on plays, and track whether interventions move the metrics. The AMs run the customer relationship; you direct where their effort goes and measure the result.

• Collaborate across teams to get the signal. Partner with the Insight team and Product to instrument what's missing, and work with whoever holds the data — internally, and with customers where the deeper quality and productivity signals depend on data only they can provide.

• Report to leadership. Own the regular reporting on account success metrics — trends, segment health, and the impact of interventions.

• Feed signal back to Product. Surface patterns in the data that point to product or onboarding gaps, and route them to the Product Onboarding & Adoption Specialist and Product teams.

Job Requirements

• 2+ years in a customer success, customer operations, analytics, or product-adjacent role — ideally with exposure to account health, adoption, or success metrics in SaaS.

• A strong data mindset — this is core to the role. You own the success metrics, so you must be able to pull your own analyses, define cohorts and funnels, read utilization and adoption curves, and turn raw signals into clear recommendations without hand-holding.

• Strong cross-functional and stakeholder skills. These metrics don't exist yet — you'll need to work effectively with the Insight team, Product, and Account Managers (and sometimes customers) to define, source, monitor, and act on them. You're effective at driving outcomes through other people rather than owning the relationship yourself.

• Strong written communication — much of your impact comes through dashboards, reports, and the recommendations and briefs you write to align AMs and leadership.

• A systems mindset: you instinctively look for ways to automate and scale measurement rather than do it by hand each time.

• Empathy for technical users — Katalon's customers are QA engineers, SDETs, and developers.

Preferred Experience

• SQL proficiency and hands-on experience with BI tools (Metabase, Power BI, Looker Studio).

• Experience with CS platforms (Gainsight, Totango, Catalyst, Vitally).

• Familiarity with software testing, QA workflows, or DevOps tooling — enough to understand what "good quality outcomes" mean for our customers.

• Exposure to PLG motions and customer health scoring methodologies.

What success looks like in your first 6 months

• All four metrics — utilization, adoption speed, productivity, and quality (where trackable) — have agreed definitions, baselines, and live dashboards that you own, built in partnership with the Insight and Product teams.

• Account health is segmented and visible to leadership and Account Managers, with a regular reporting cadence in place.

• A working operating rhythm exists with the Account Managers — they receive prioritized, account-level recommendations from you and act on them, and you can measure whether the metrics moved.

• A feedback loop into Product is established — patterns in the success data flow to the Product Onboarding & Adoption Specialist and Product teams.

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 leaves.

• 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.