Customer Success Manager

mabl is on a mission to empower software teams with an AI-powered low-code test automation platform that streamlines testing across web, mobile, API, accessibility, and performance. We enable everyone from global enterprises to fast-growing startups to integrate application testing into their development pipelines, accelerating their testing and boosting release cycles, regardless of technical experience.
In 2024, mabl was awarded its 5th AI Breakthrough Award, cementing its position as the #1 AI-powered testing platform in the world. While we continue to grow with the pace of technology, we also believe strongly in the value of culture (our most recent internal survey shows that 92% of our employees feel supported by the flexibility of their work, and 97% believe their manager genuinely cares about their wellbeing.)
To continue delivering on our mission of transforming the testing space, we’re looking for people to join our team of leaders, experts, innovators, and community builders. Our core values are: drive, authenticity, support, and insight; these 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 most authentic selves to work.
Why We Need You
mabl is looking for an experienced Customer Success Manager to focus on our enterprise customers. The ideal candidate will have experience as an Account Manager working with large clients and a passion for building relationships that make customers your biggest promoters.
What You'll Do

• Support customers throughout their journey with from onboarding to sustained success to renewal and expansion and upsell
• 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 commercial clients
• Proactively identify expansion opportunities to sell new products and find new teams to work with and drive the expansion conversations
• Own customer usage and retention and be held accountable for a gross dollar retention and net dollar retention metric
• Collaborate with the product team, conducting ongoing product feedback sessions and partnering to translate customer feedback into product requirements
• Monitor customer health including metrics and usage trends to proactively engage with customers
  

About You

• 2-3 years experience as an Account Manager at a B2B SaaS company
• Excellent written and verbal communications
• Comfortable with technology (bonus if you have experience with CSS, HTML or come from a QA, testing or devops background)
• Motivated and strategic in finding expansion opportunities within accounts
• Strong analytical skills, with a bias for using data to identify trends and opportunities
• Passionate about working at a growing startup and learning new technologies
• Have been held to a sales or NDR / GDR quota and consistently achieved or exceeded your quota
• Bonus if you come from a sales background

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 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!
  

About Us
mabl is the enterprise SaaS leader of AI-driven, 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 Liberty Mutual, jetBlue, Intuit, Stack Overflow, and many others rely on mabl to create the digital experiences their customers demand. Learn more at https://www.mabl.com ; follow @mablhq on Twitter and @mabl on LinkedIn.