By Kunal Rao, Chief Customer Officer, Applitools
Teams adopt Applitools to deliver results, not just run tests. That means faster releases, greater confidence in test results, and stronger engineering productivity.
Our responsibility is to ensure that value is realized consistently and without surprises.
To make that experience even stronger, we are evolving how we partner with our customers through Customer Success. The goal is simple: every customer should clearly understand what success looks like, how we are progressing toward it, and how our work together is driving meaningful outcomes for their business.
This evolution brings a more structured and proactive way of working together—built around joint planning, proactive engagement, and shared accountability.
Aligning Early on What Success Looks Like
Every good partnership starts with clarity.
Early in our relationship, we will work with you to define what success means in measurable terms. Together, we will identify your most important use cases, the outcomes you want to achieve, and the milestones that indicate progress.
These goals will be captured in a Joint Success Plan—a simple, shared framework that outlines priorities, stakeholders, timelines, and measurable outcomes. This ensures there is always a clear view of what we are working toward and how progress will be tracked.
Accelerating Time to Value
One of the most important goals of Customer Success is helping teams realize value quickly.
Rather than trying to implement everything at once, we will focus on the shortest path to meaningful impact. Our onboarding approach will prioritize your highest-value workflows and provide clear, prescriptive guidance to get them running smoothly.
This includes:
- Structured onboarding plans focused on your top use cases
- Practical enablement and proven templates based on real customer success stories
- Clear milestones that show progress toward measurable outcomes
The result is faster adoption, early wins, and a strong foundation for long-term success.
Proactive Engagement—Before Issues Become Blockers
Customer Success should not be reactive.
We are investing in better signals and monitoring to understand adoption patterns, product usage, and areas where teams might benefit from additional support.
This allows us to reach out proactively with insights, recommendations, and best practices—often before small issues become larger blockers.
Our goal is to ensure you always have the guidance you need to move forward confidently.
Clear Progress and Shared Accountability
Transparency is essential to a strong partnership.
Through our success plans and regular engagement cadence, you will always have visibility into:
- Your goals and milestones
- Current progress and upcoming priorities
- Action plans for any risks or blockers
We will also hold Executive Business Reviews (EBRs) to ensure alignment at the leadership level and maintain accountability on both sides. These conversations help us step back, evaluate progress, and ensure Applitools continues to support your evolving priorities. We will also share roadmap updates and gather your input as we shape the product around our customers’ needs.
Coordinated Support Across Teams
When additional expertise is needed, we will bring the right people to the table—whether from Support, Product, or Services.
Our goal is to provide a coordinated experience so you never feel like you are navigating the organization alone or repeating the same information across teams.
Instead, you will have a unified plan and a single partnership focused on your goals.
What Happens Next
Your Applitools team will work with you to confirm your success goals and establish a cadence for check-ins and value reviews tailored to your needs. Together, we will ensure that your priorities remain aligned with the outcomes you want to achieve with Applitools.
If there is a specific initiative you want to accelerate this quarter, we encourage you to share it with us. We will help you build a plan and move it forward.
Our Commitment
At Applitools, we are focused on one thing: helping you get measurable value from our product—consistently and predictably.
To support that commitment, we are building a new operating model that clarifies how we work together, how we measure progress, and how we continually improve the experience for our customers.
We will continue refining this approach based on what we learn from every engagement—your feedback, adoption patterns, support interactions, and renewal conversations.
Our promise is straightforward:
We will show up as a proactive partner, stay accountable to outcomes, and help your team realize the full value of your investment in Applitools.
Thank you for trusting us with that responsibility.
— Kunal
Chief Customer Officer, Applitools
Kunal Rao is a seasoned customer success and go-to-market executive with more than 20 years of global experience building, scaling, and transforming post-sales organizations at technology companies. Read more.
