Customer Success Engineer

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.

As mabl focuses on scaling its Go-to-Market organization, we are seeking to hire our first Customer Success Engineer to join our growing company’s Customer Success team! If you have a passion for customer training, implementing best practices, continuous process improvement, and customer success, this role is for you! In this technical, customer-facing role, you'll focus on increasing adoption through product enablement and one-to-many customer engagement. This role will be pivotal in making our customers successful following their initial implementation with mabl.

We know there’s no such thing as a “perfect" candidate, so we encourage you to apply even if you don’t meet 100% of the requirements. We believe in fostering an environment with a diversity of perspectives that allows everyone to thrive.

• Support our frontline Customer Success Managers with day-to-day technical support
• Drive customer training engagements
• Establish regular touchpoints with customers to advise them on using mabl for their specific business needs, including hands-on support as appropriate
• Provide customers with best practices and enhance their use of mabl after initial implementation
• Deliver technical solutions to customer issues that get escalated due to level of complexity or customization of requests
• Take the lead on identifying and escalating issues cross-functionally (e.g. Support, Engineering, Product Management, etc.)
• Proactively take on challenges, research information, troubleshoot problems, and creatively deliver results that scale
• Help create and maintain internal documentation and knowledge repositories
• Develop troubleshooting tips and tools 
• Identify manual repetitive tasks and processes that can be automated
• Execute demonstrations of new product features and conduct hands-on workshops in collaboration with the Sales Engineers
• Collaborate with Customer Success Managers, Account Executives and Sales Engineers to identify opportunities for expansion (both software and professional services) that drive additional value for customers
• Document and share adoption status and key information to inform internal forecasting and renewals
• Collaborate cross-functionally on capturing and sharing customer stories 

• 2-3 years in technical support, sales engineering, customer success engineering, or equivalent, with a proven track record of customer trust and satisfaction
• Knowledge or experience in writing tests and automation is a plus!
• Ability to communicate technical information across a wide range of audiences
• Ability to prioritize and handle large volumes of requests
• Ability to navigate ambiguity, build consensus, foster accountability, and work with urgency to deliver customer outcomes
• Excellent written and verbal communication  and presentation skills

• 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!

mabl is the enterprise SaaS leader of AI-driven, low-code test automation that empowers high-velocity software teams to embed automated end-to-end tests into the entire development lifecycle. mabl customers benefit from a unified platform for easily creating, executing, and maintaining reliable browser, API and mobile web tests that result in faster delivery of high-quality, business critical applications. That’s why customer-centric brands like Liberty Mutual, jetBlue, Intuit, Stack Overflow, and many others rely on mabl to create the digital experiences their customers demand. Learn more at https://www.mabl.com ; follow @mablhq on Twitter and @mabl on LinkedIn.