Head of Customer Success and Technical Account Management

Why we need you:

mabl is looking for a world class manager to head up its global Customer Success Team which includes our TAM (Technical Account Manager) as well as IA (Implementation Architecture) teams. This person will lead mabl’s Customer Success Managers and the leaders of the TAM and IA teams. The ideal candidate would have experience as a Director of Customer Success and a genuine commitment to bringing valuable solutions to customers.

What you’ll do:

• Own drive and be accountable for company GDR (renewals)
• Own and co-execute with Sales Presales and other functions company NDR (upsell and cross sell with current customers) 
• Develop best practices to ensure customers are having success with the mabl product 
• Build direct relationships with strategic enterprise clients
• Collaborate cross-functionally across product support and sales
• Continue to drive automation initiatives within the Customer Success function 
• Develop strategies to continue expanding the capabilities that customer success can bring to organizations 
• Partner with Product Presales and Sales to own the Escalation process
• Oversee Partner Delivered Professional Services including SOWs
• Ultimately be responsible for TAM and IA teams and their effectiveness
• Own overall Customer Success P&L including costs around people subscriptions travel etc.
• Engage with executive staff on patterns opportunities challenges and solutions to enhance mabl value for our customers

About you: 

• 5+ years direct Customer Success leadership experience at a B2B SaaS company 
• Excellent written and verbal communications 
• Experience owning a book of business that equates to tens or hundreds of millions in ARR
• Multiple examples of successful upsells and cross-sells with customers at least doubling or tripling ARR
• Metric and data-informed especially regarding churn growth and net dollar retention
• Collaborative willing to be hands-on with enterprise clients 
• Thoughtful coach and mentor to help team members grow and take on more responsibility
• Ability to recruit ramp lead and continuously develop people
• Strength in developing a strategic plan and ability to define how the function can grow and expand as the customer base use cases and needs grow

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. We’d love to connect with you. 

What We Do

mabl is empowering software testers who are aiming to keep pace with today’s dev culture of high-paced software delivery. Making it easy for testers to create and run automated UI tests at scale mabl buys back hours of time every week and finally brings functional UI testing to the modern era.

Why Work With Us

We are a dynamic and generous team who works hard and plays hard. We value and support maturity autonomy and transparency. At mabl you'll learn you'll laugh(a lot) and you will immediately feel like a part of the team.

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