Head of Customer Success

Summary

Join mabl's Customer Success team as a world-class manager, leading a global team and driving company growth. You will own and be accountable for company GDR (renewals) and co-execute NDR (upsell and cross-sell) with other functions. Develop best practices for customer success, build relationships with strategic clients, and collaborate cross-functionally. Drive automation within the Customer Success function, develop strategies to expand capabilities, and evolve the customer education program. This role requires 5+ years of B2B SaaS Customer Success experience, management experience, excellent communication skills, and a proven track record of success in upselling and cross-selling.

Requirements

• 5+ years direct Customer Success experience at a B2B SaaS company
• Management experience having led a team of professionals
• Excellent written and verbal communications
• Experience owning a book of business that equates to tens 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
• Team player, willing to be hands on with enterprise clients
• Strong 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 strategic plan and ability to define how the function can grow and expand as the customer base, use cases, and needs grow

Responsibilities

• 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
• Work cross-functionally across product, support, and sales
• Continue to drive automation activities within the Customer Success function
• Develop strategies to continue expanding the capabilities that customer success can bring to organizations
• Evolve our customer education program to deliver benefits to customers

Benefits

• We embrace hybrid and remote work across the US and around the world!
• 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!