[Hiring] Head of Customer Success and Technical Account Management @mabl

Role Description

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.

• 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

Qualifications

• 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

Benefits

• 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!