Head of Customer Success and Technical Account Management

Confirmed live in the last 24 hours

mabl

United States

Hybrid

Posted March 31, 2026

Job 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.