Customer Success Manager – SaaS Platform (Remote, Global)

Position: Customer Success Manager – SaaS Platform
Company: Mobbin
Location: Remote (UTC+8 ±3 hours)
Type: Full-Time Customer Experience
Experience: 3+ Years Customer Success
Industry: Design Technology & SaaS

Also See: Customer Service Role

Company Overview

Mobbin stands as the world’s premier digital design reference platform, empowering product designers, UX researchers, and product managers to discover exceptional design solutions. Our comprehensive library serves over one million users globally, including industry leaders such as Duolingo, Revolut, and Headspace. Since our 2018 launch, we’ve achieved remarkable organic growth through user advocacy and commitment to design excellence.

Customer Success Leadership Opportunity

We’re seeking an experienced Customer Success Manager to lead our team and enterprise customer relationships. This multifaceted role spans customer success, technical support, and sales collaboration, focusing on delivering exceptional experiences throughout the entire customer lifecycle. The ideal candidate will thrive in a dynamic environment, embrace diverse responsibilities, and drive continuous improvement in our customer engagement strategies.

Key Responsibilities

End-to-End Customer Journey Management:

• Own the complete customer lifecycle from initial onboarding through renewal and expansion

• Design and implement seamless onboarding experiences that drive early adoption and value realization

• Monitor account health indicators and proactively address churn risks

• Conduct product demonstrations and participate in sales conversations with prospective clients

Strategic Customer Success Operations:

• Develop and refine customer success frameworks, playbooks, and processes

• Collaborate with engineering teams to enhance enterprise features and reduce adoption friction

• Manage team workspace configurations and ensure optimal customer setup

• Lead procurement operations including purchase orders and vendor management

Contract & Compliance Management:

• Support contract creation, review, and tracking for various agreement types

• Maintain organized contract repositories and ensure compliance with terms

• Liaise with legal, finance, and security teams throughout sales and renewal processes

• Streamline workflows to accelerate deal closure while maintaining compliance

Team Leadership & Cross-Functional Collaboration:

• Supervise daily operations of customer support team members

• Coordinate with product, engineering, and growth teams to address customer needs

• Manage cross-team dependencies and ensure timeline adherence

• Facilitate communication between internal teams and external stakeholders

Required Qualifications

• 3+ years of customer success experience in fast-paced technology environments

• Proven track record of onboarding customers, driving adoption, and managing renewals

• Strong demonstration and sales support capabilities

• Excellent relationship-building and account management skills

• Experience collaborating with technical teams to resolve issues and improve products

• Exceptional written and verbal communication abilities

• Proficiency with CRM systems, analytics tools, and collaboration platforms

• Comfort working with legal and procurement teams on contracts and vendor setup

• Ability to manage global customers across multiple time zones and cultures

Preferred Qualifications

• Background in SaaS or product-led growth companies

• Familiarity with Front, Stripe, Metabase, or Notion

• Experience with procurement platforms like Coupa or SAP Ariba

• Knowledge of contract workflows involving legal and security teams

• Passion for design and familiarity with tools like Figma

Compensation & Benefits

• Competitive salary commensurate with experience

• Flexible remote working arrangements

• Company-provided work equipment

• Comprehensive health insurance coverage

• Annual company retreats and team gatherings

• Professional development opportunities

Our Work Environment

• Global Remote Culture: Distributed team with flexible scheduling

• Fast-Paced Innovation: Startup mentality with established traction

• Cross-Functional Collaboration: Integrated teamwork across departments

• Customer-Centric Focus: Decisions driven by user needs and success

• Design-Led Approach: Commitment to exceptional user experiences

Ideal Candidate Profile

• Hands-on professional comfortable with diverse responsibilities

• Curious problem-solver who enjoys identifying improvement opportunities

• Proactive self-starter who takes initiative without direct supervision

• Excellent communicator across various stakeholders and time zones

• Tech-savvy individual who quickly adapts to new tools and systems

• Process-oriented thinker who creates scalable solutions

• Passionate about delivering exceptional customer experiences

Drive Customer Success for the World’s Leading Design Platform

Apply for the Customer Success Manager Position

Tagged as: Customer Success Manager, Design Technology, Enterprise Customer Success, Remote CSM, SaaS customer success, UX Research Platform