Customer Success Manager

What we are looking for

Mobot is seeking a hyper-organized, empathetic, and extremely client-centric Customer Success Manager to support and delight our amazing customers - software development teams. You are calm under pressure and take great pride in delivering exceptional work. While familiarity with B2B SaaS, QA or DevOps is a plus (not a prerequisite!), a passion for supporting technical customers is.

If you have a strong track-record in fast-paced client services (IT services, digital transformation, consulting, etc.) and want to pivot to tech, we think this role is right for you.

This is a hybrid role, primarily based out of New York City. Candidates must be authorized to work in the United States.

The role

Customer Success Managers at Mobot are critical to ensuring our customers succeed, fully incorporate Mobot into their process, and become advocates. Examples include scaling our customer onboarding playbook, defining and executing customer success plans, consulting with customers to unlock new testing needs and strategies, and more. This person will report to our VP of Revenue – which comes with extremely high growth opportunities.

We are a rapidly growing organization with a bias toward action. In this demanding role you will need to develop a strategic, long-term approach to supporting customers while also tending to their daily (sometimes hourly) needs. If you love technology, live and breathe client service, and want to get your hands dirty scaling an early-stage company, get in touch.

Responsibilities

We are a small but mighty team where everyone wears many hats. This is a dynamic role, and your responsibilities will evolve as you grow with Mobot. Here are some responsibilities we expect in your first year: 

• Onboard new customers - analyze requirements to create custom test strategies after interviewing customers to understand their needs, integrate into their engineering team’s workflow (bug tracking, etc.), and configure Mobot’s platform to execute their requests
• Review, deliver, and communicate test results to customers, troubleshooting issues where necessary
• Interact with customers daily - setting a culture of excellence and responsiveness
  Work cross-functionally across all of Mobot to resolve internal bottlenecks, identify customer-driven product requests, and deliver daily results to customers
• Serve as an expert in the mobile QA & testing space, advising on Mobot product capabilities 
• Guide customers through the customer lifecycle, ensuring successful adoption, renewal, and growth

About you

• 3+ years of direct client-service experience in a fast-paced professional services environment
• Customer-first mentality - you love interacting with customers and work hard to understand their needs. You are an exceptional listener and are very good at managing expectations
• Exceptional communication - you can effectively communicate (verbal, written, interpersonal) complex technical issues and ideas with all kinds of audiences
• Project and time management - you don’t drop the ball.  You are comfortable juggling competing tasks and priorities
• Process- and efficiency-obsessed - you can build sophisticated, high-quality workflows to ensure we meet our customers needs while scaling
• Attention to detail - you probably found a typo or formatting error in this job posting

Bonus points

• You’ve worked in consulting - interfacing directly with clients and their technical stakeholders. Maybe you’ve led digital transformation or IT service implementation initiatives
• You are familiar with software QA/QC, DevOps, and enterprise SaaS (the more the better)
• Passionate about robots!

Compensation & benefits

• Competitive salary and equity packages
• Generous PTO, including 1 week company-wide winter break
• 401k with company match
• Comprehensive health benefits
• Paid family leave
• Commuter benefit
• Daily meal stipend
• Much more!

Mobots come in all shapes, sizes, and backgrounds. We're focused on building a diverse and inclusive workforce. If you’re excited about this role but do not meet 100% of the qualifications listed above, we still encourage you to apply.