Enterprise Customer Success Manager

Working at mabl

• We embrace hybrid and remote work across the US and around the world!
• We have 80+ mablers spread across the world in 4 countries, 3 continents, and about 18 states.
• Teams get together annually to foster lasting personal relationships and we encourage mablers to visit our Boston
• office when possible.
• Our Diversity, Equity, and Inclusion committee drives budgeted initiatives across all facets of the company, including recruiting, onboarding, education, and celebrations. 
• We’ve won a number of awards for our work and culture, including being named to BuiltIn’s Best Places to Work in Boston five times, Boston Globe’s Top Places to Work for DEI, and Business Intelligence’s Excellence in Customer Service Award.   
• 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!

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.