Customer Success Manager

Customer Success

businesspeople-using-sticky-notes-against-wall-during-brainstorming-session Large

About the role

Malbek is seeking a talented and experienced Customer Success Manager to join our growing Customer Success team. As part of a small team, you’ll have a unique opportunity to help influence and build best-in-class customer success at Malbek. You will act as a trusted advisor, building relationships with our customers, promoting product adoption, and helping our customers meet their business objectives and ensure they realize value from their investment in our solutions.


  • Be a proactive agent for success for Malbek’s customers, with the ability to articulate the value of our products and solutions
  • Advise customers on product best practices
  • Accountable for enabling our customers to adopt our solution(s), overall health, and customer success
  • Proactively monitor customer health, using usage metrics and health scoring data, conduct health checks and QBRs to ensure internal and external alignment
  • Understand customer goals and success criteria and partner with the customer sponsor and stakeholders to realize the vision through a success plan and demonstrated achievements
  • Responsible for customer renewals, in partnership with the Account Manager
  • Collaborate with others on the CS team as well as Product, Sales, and Marketing teams on Customer Success initiatives
  • Serve as the voice of the customer to internal teams
  • Contribute to on-going initiatives to improve our processes and approach to ensure our customers’ success
  • Have excellent communication skills and are effective at remote delivery and facilitation
  • Think strategically, are not afraid to test out a strategy and quickly pivot if strategies are not working
  • Are a problem solver and are good at juggling multiple engagements and priorities
  • Have an analytical mindset and the ability to evaluate usage data for patterns and risks
  • Can initiate and drive strategic conversations with decision-makers
  • 3+ years Customer Success or similar role in a B2B SaaS environment, or relevant legal and/or business operations experience
  • Are good at recognizing roadblocks and barriers to success and can enable customer teams by implementing and enabling execution of a plan to action
  • Are flexible, collaborative, and want to be part of a young company where you will have clear responsibilities but also work cross- functionality to get the job done and ensure success, even if that means doing something outside of your job description
  • Are empathetic, and have a positive attitude with a desire to help our customers reach their goals
  • Strong MS Office application skills, technical aptitude to enable quick learning of our products and solutions, and experience with Customer Success and Support platforms such as Zendesk and Planhat a plus