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Enterprise Customer Success Manager

4 months ago

Boston, Massachusetts, United States mabl Full time

The mabl team is on a mission to build the easiest low-code test automation solution on the market. We're enabling everyone from global enterprises to fast-growing startups to integrate application testing into their development pipelines and harness test data to improve product quality by making fast, powerful test automation possible for everyone, regardless of coding experience.

We recently raised our $40M Series C round of funding, providing us long-term financial stability. While we are growing quickly, we also believe strongly in the value of culture (e.g. 94% of our employees rated mabl favorably in terms of work/life balance).

To continue delivering on this mission, we're looking for people to join our team of leaders, experts, innovators, and community builders. Our core values: drive, authenticity, support, and insight, are the foundation of our culture and a key part of what it means to be a mabler. We practice transparency, embrace collaboration, and lead with empathy while encouraging each other to bring our best selves to work.

Why We Need You:

mabl is looking for an experienced Customer Success Manager to help us efficiently support & grow our enterprise customers. The ideal candidate will have experience working with large Fortune customers, has a deep understanding of the software development lifecycle, and has a passion for building relationships that make customers your biggest promoters.

What You'll Do

  • Support customers throughout their journey with mabl to ensure they achieve their goals
  • Onboard new customers to the mabl platform including hands-on training and guidance with best practices
  • Engage with customer executives and key stakeholders to identify, track, and measure mabl's impact
  • Lead Quarterly Business Reviews with enterprise clients
  • Identify expansion opportunities and partner closely with the sales team to execute
  • Lead ongoing product feedback sessions and translate customer suggestions into product requirements in partnership with the product team
  • Monitor customer health including metrics and usage trends to proactively engage with customers

About You

  • 4+ years experience as a Customer Success Manager at a B2B SaaS company, preferably for companies in the software development lifecycle space
  • Deep understanding of software development lifecycle (bonus if specific experience with QA)
  • Proficient in proactive networking and discovery, identifying and engaging with influential stakeholders to discover and influence growth opportunities
  • Comfortable working cross functionally with an account team to achieve retention and growth goals
  • Demonstrated ability to produce and execute strategic and supportive interactions (trainings, QBR's, demos, etc.) that show proven results driving business value for customers
  • Proficient in creating and implementing retention strategies, including at risk playbooks
  • Seasoned in managing the renewal process
  • Strong analytical skills, with a bias for using data to identify trends and opportunities
  • Excellent written and verbal communications
  • Passionate about working at a growing startup and learning new technologies

Even if you don't fit all of the requirements for our roles, but see yourself being successful at mabl, we encourage you to apply and we'd be excited to speak with you.

Working at mabl

-We embrace hybrid and remote work across the US and around the world We have 100+ mablers spread across the world in 6 countries, 4 continents, and 18 states.

-We bring everyone together annually to foster lasting personal relationships and encourage mablers to visit our Boston office whenever possible.

Our Diversity, Equity, and Inclusion committee has grown from a team of six to over 30 mablers, who drive budgeted initiatives across all facets of the company. This includes recruiting, onboarding, education, and celebrations.

We're proud to have won 11 awards since 2021 recognizing our product, culture, and extreme focus on customer satisfaction.

We invest significantly in benefits and perks, including generous parental leave, rich health benefits, and employee wellness and collaboration perks.

We value our employees and show our appreciation through rewards and recognition programs, such as our mabl Kudos program and annual Founders Award

About Us

mabl is the enterprise SaaS leader of intelligent, low-code test automation that empowers high-velocity software teams to embed automated end-to-end tests into the entire development lifecycle. mabl customers benefit from a unified platform for easily creating, executing, and maintaining reliable browser, API and mobile web tests that result in faster delivery of high-quality, business critical applications. That's why customer-centric brands like Charles Schwab, jetBlue, Dollar Shave Club, Stack Overflow, and many others rely on mabl to create the digital experiences their customers demand. Learn more at ; follow @mablhq on Twitter and @mabl on LinkedIn.