Associate 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 Associate Customer Success Manager to focus on our Startup and SMB  customers and Digital Customer Success Program. The ideal candidate will have experience in a customer facing role and a passion for facilitating an exceptional customer experience that turns your customers into mabl’s biggest champions. 

• Account Management:
• Serve as the primary point of contact for a high volume of portfolio business ensuring customers meet their goals by aligning them to the right self service resources. 
• Engage with customer executives and key stakeholders to identify, track, and measure mabl’s impact. 
• Independently facilitate renewals and collaborate with our Commercial AE team on driving upsell and expansion opportunities. 

• Digital Engagement:
• Assist in the development and maintenance of a digital customer success program, utilizing automated processes powered by Gainsight to support customers at scale. 
• Create and optimize workflows and automated communication to keep customers engaged and informed on product updates, resources and best practices. 

• Customer Onboarding and Ongoing Support: 
• Guide customers through the setup process using digital mediums 
• Deliver recurring 1:Many enablement sessions to ensure product adoption 
• Execute best practice customer engagement strategies throughout the customer lifecycle and use customer engagement metrics to identify opportunities for customer improvement and proactively mitigate risk

• 1+ years experience as a Customer Success Manager, Account Executive, or Project Manager at a B2B SaaS company
• A customer-focused approach and the ability to respond with excellent customer service skills in a fast-paced environment
• Ability to support a high volume 1:many book of business 
• Excellent written and verbal communications 
• Motivated and strategic in finding expansion opportunities within accounts
• Strong analytical skills, with a bias for using data to identify trends and opportunities
• Self-learner and self-starter, able to become a product expert and customer advocate, and passionate about learning new technologies
• Bonus if you have an understanding of the software development lifecycle, specifically within Quality Assurance 
• Experience with Gainsight a plus 

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.