Head of Customer Success and Technical Account Management at mabl

Boston, Massachusetts, United States -

Full Time

Start Date

Immediate

Expiry Date

20 Jun, 26

Salary

0.0

Posted On

22 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success Leadership, Technical Account Management, Implementation Architecture, SaaS, B2B, ARR Management, Upselling, Cross-selling, Product Success, Enterprise Client Relationship, Cross-functional Collaboration, Automation Initiatives, Escalation Management, Professional Services Oversight, P&L Management, Coaching and Mentoring

Industry

Software Development

Description

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 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. 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.

Responsibilities

This role is responsible for leading the global Customer Success Team, including TAM and IA functions, and owning company Gross Dollar Retention (GDR) while co-executing Net Dollar Retention (NDR) with Sales and other functions. Key duties involve developing best practices for customer success, building strategic client relationships, and overseeing the overall Customer Success P&L.