Associate Customer Success Manager

Mabl - Boston, MA

Full-time - Entry Level

Hybrid - Boston, MA

51-100 employees

Professional, Scientific, and Technical Services

About the position

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.

Responsibilities

• 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.
• 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.
• 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.

Requirements

• 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

Nice-to-haves

• Bonus if you have an understanding of the software development lifecycle, specifically within Quality Assurance
• Experience with Gainsight a plus

Benefits

• Generous parental leave
• Rich health benefits
• Employee wellness and collaboration perks
• Rewards and recognition programs, such as the mabl Kudos program and annual Founders Award