Customer Success Manager

**About Mobbin**:
Our 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.

**About the role**:
We’re looking for a Customer Success Manager who can confidently work across support, success, and sales, with a primary focus on our team and enterprise customers.

You will shape how we onboard, support, and grow these accounts from the initial interaction through to renewal. You will manage key relationships, handle support requests, join calls with prospects, and ensure a smooth experience throughout the customer lifecycle.

You will help manage a small support team, ensuring day-to-day operations run smoothly while improving processes. You will also collaborate closely with legal, procurement, and finance teams, both internally and externally, to manage contracts, renewals, and account setup for our growing base of team and enterprise customers.

This role is perfect for someone who thrives in a fast-paced environment, enjoys wearing multiple hats, and is not afraid to roll up their sleeves to get things done.

**What you’ll do**:
**Customer success support**
- Manage the full account lifecycle, including renewals, expansions, seat management, and account consolidation
- Create and manage onboarding processes for teams and enterprises, and help remove barriers to adoption
- Monitor account health and mitigate key account churn risks proactively
- Join sales calls with prospects, conduct product demos & participate in webinars, answer questions, and highlight relevant features
- Work with engineers to continuously improve features for procurement teams & end users to reduce friction and increase motivation to adopt the team & enterprise plan
- Oversee the setup and upkeep of the team workspace

**Process and procurement**
- Oversee procurement processes for team and enterprise accounts, from management of purchase orders to tracking vendor activity
- Reduce time to sales completion, and drive sales velocity while maintaining timely approvals and up-to-date documentation

**Contract & documentation**
- Assist in preparing, reviewing, and tracking customer and vendor contracts, NDAs, and SOWs
- Organise and maintain an up-to-date contract repository and client documentation
- Coordinate with legal, finance, and commercial teams to ensure contractual obligations are followed

**Cross-functional collaboration**
- Collaborate closely with engineering, product, growth, legal, and security teams to meet customer requirements
- Liaise with internal and external legal, finance, and procurement teams throughout pre
- and post-sales processes
- Monitor and manage cross-team dependencies to ensure timelines are met

**Customer support**
- Help manage a small customer support team to ensure smooth daily operations

**What we’re looking for**:

- 2+ years’ experience in customer success or account management, ideally in a fast-paced startup environment
- Proven experience in onboarding and training customers, driving product adoption, and managing customer portfolios
- Skilled in product demos, sales support, and identifying renewal or upsell opportunities
- Strong account management and relationship-building skills, with the ability to handle escalations and maintain goodwill
- Proficient in product troubleshooting, working with support/engineering, and tracking feature usage and engagement
- Confident communicator with strong written and verbal skills; able to work cross-functionally with product, engineering, sales, and marketing teams
- Experience working with legal and procurement teams on contracts and vendor onboarding
- Comfortable working with a global customer base across time zones and cultures
- Motivated to make a real difference in how we approach and deliver customer success

**Nice to have**:

- Experience with CRM platforms and tools such as Front, Stripe, Metabase, or Notion
- Familiarity with supplier platforms like Coupa and SAP Ariba, and understanding of procurement workflows
- Experience working with legal and security teams, including handling contract documentation
- Background in SaaS or PLG companies, ideally in design-focused environments
- Familiarity with design tools like Figma and experience collaborating with UI/UX designers or product teams

**Benefits**:

- Competitive salary based on experience
- Flexible working conditions
- Company-sponsored work device
- Health insurance coverage
- Annual company retreats