Customer Success Manager

About MobbinOur mission is to empower the world to design great digital experiences.The Mobbin platform helps product designers, product managers and UI/UX researchers find highly-relevant references to their design problems. We are the world's most extensive app design reference library, serving over a million users on our platform.Since our inception in 2018, we've grown tremendously via word-of-mouth. Today, Mobbin is used by most design-forward companies and startups, including Duolingo, Revolut, Headspace, Work & Co, Blinkist, and more.Read more about who we are: https://careers.mobbin.comAbout The RoleWe’re looking for an experienced Customer Success Manager who’s hands-on, curious, and comfortable working across support, success, and sales, with a focus on our team and enterprise customers.You’ll own the full customer journey, from onboarding right through to renewal. That means building relationships, joining prospect calls, managing requests and technical issues, and making sure every team has a smooth, consistent experience from start to finish.You’ll help shape how we scale. From creating frameworks and playbooks, refining how we onboard, support, and grow our team and enterprise customers, and building processes that make sense for where we are now and where we’re headed.You’ll help manage a small support team, ensuring day-to-day operations run smoothly while continually seeking ways to improve our workflow. You’ll also collaborate closely with legal, procurement, and finance, both internally and externally, to manage contracts, renewals, and account setups for our expanding base of team and enterprise customers.This role is for someone who thrives in a fast-paced environment, enjoys wearing multiple hats, loves solving problems, and isn’t afraid to roll up their sleeves to make things happen.What You’ll DoCustomer success supportOwn the entire customer journey, from onboarding and adoption to renewal and expansion, for our team and enterprise customersBuild smooth onboarding experiences for team and enterprise customers that remove friction and drive early winsMonitor account health and mitigate key account churn risks proactivelyJoin sales calls, lead demos, participate in webinars, and show prospects how Mobbin fits into their workflowWork with engineers to continuously improve features for procurement teams & end users to reduce friction and increase motivation to adopt the team & enterprise planOversee the setup and upkeep of the team workspaceProcess and procurementLead procurement operations for team and enterprise accounts; manage POs, track vendor activity, and keep deals movingStreamline workflows to reduce time to close and keep deals moving quickly while staying compliantContract & documentationSupport contract creation, review, and tracking for NDAs, SOWs, and other agreementsMaintain a clean, centralised contract repository that’s easy for teams to navigateWork closely with legal, finance, and commercial teams to ensure contractual obligations are followedCross-functional collaborationCollaborate closely with engineering, product, growth, legal, and security teams to deliver on customer needsLiaise with internal and external legal, finance, and procurement teams throughout pre- and post-sales processesMonitor and manage cross-team dependencies to ensure timelines are metCustomer supportHelp manage a small customer support team to ensure smooth daily operationsWhat we’re looking forProven experience building, leading, and scaling customer success functions, ideally in a fast-paced startup environmentHands-on experience onboarding customers, driving adoption, and managing renewals or expansionsStrong demo and sales support skills with a knack for spotting growth opportunitiesExcellent relationship-building and account management instinctsComfortable working with technical and support teams to solve issues and improve the productClear, effective communicator across written, verbal, and cross-functional settingsTech-savvy and comfortable using CRMs, analytics tools, and collaboration platformsExperience working with legal and procurement teams on contracts and vendor setupsEnjoys working with a global customer base across time zones and culturesMotivated to make a real difference in how we approach and deliver customer successNice to haveExperience in SaaS or PLG companiesFamiliarity with tools like Front, Stripe, Metabase, and NotionUnderstanding of procurement platforms such as Coupa or SAP AribaExperience handling contract workflows with legal and security teamsA love for great design and familiarity with tools like FigmaBenefitsCompetitive salary based on experienceFlexible working conditionsCompany-sponsored work deviceHealth insurance coverageAnnual company retreats