Digital 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

The Digital Customer Success Manager (CSM) at mabl owns the success of a large portfolio of customers through a tech-touch and scaled engagement model. This role focuses on driving product adoption, value realization, and retention using digital programs, automation, data, and in-app engagement and partners closely with Sales, Marketing, Product and Support.

This is a highly cross-functional role ideal for someone who is data-driven, customer-obsessed, and comfortable influencing outcomes at scale.

What You'll Do

• Customer Adoption & Value
  • Own the post-sales success of a scaled book of business (SMB / Mid-Market customers)
  • Drive onboarding, feature adoption, and time-to-value through digital programs
  • Identify adoption gaps and proactively intervene using campaigns, webinars, and in-app guidance
  • Ensure customers achieve measurable outcomes aligned to their testing and quality goals
• Digital & Scaled Engagement
  • Leverage Gainsight to build out the ideal customer journey, specific digital health scores and more automated touches
  • Design and execute lifecycle programs (onboarding, adoption, renewal, expansion) using digital channels
  • Leverage in-app messaging, email campaigns, webinars, and knowledge resources to engage customers at scale
  • Build repeatable playbooks for common customer use cases and maturity stages
• Retention & Renewals
  • Owns both a GDR and NDR number and focuses on driving retention
  • Partner with Sales to support expansion opportunities
  • Identify churn risk using health scores, usage data, and customer signals
  • Execute proactive retention motions for at-risk accounts
• Data & Insights
  • Monitor customer health using product usage, NPS, and engagement data
  • Analyze trends across the customer base and surface insights to improve programs and product
  • Maintain accurate customer data and activity tracking in Gainsight
• Cross-Functional Collaboration
  • Collaborate with Product to relay customer feedback and influence roadmap priorities
  • Partner with Marketing on customer education, webinars, and lifecycle campaigns
  • Work closely with Support to ensure a seamless customer experience

About You

• 2-5 years of experience in Customer Success, Digital CSM, or SaaS lifecycle roles
• Experience managing customers in a tech-touch or scaled CS model
• Strong experience using Gainsight and building out a digital CS program
• Strong understanding of SaaS metrics (adoption, retention, churn, expansion)
• Comfort analyzing product usage data and customer health metrics
• Excellent written and verbal communication skills

Preferred Qualifications:

• Experience in DevOps, QA, test automation, or developer-focused SaaS products
• Familiarity with CI/CD pipelines and modern software development workflows
• Experience building or optimizing digital CS programs
• Background in Customer Success Operations or Lifecycle Marketing

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.

$100,000+ total compensation plus stock options.

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.