Kobiton is a mobile device testing platform for quality-obsessed customers. Our fleet of real devices and flexible deployment options help QA and development teams create the perfect mobile experiences for their end users. At Kobiton, we understand how important customer experience is to brand perception and want nothing more than to help companies reduce app abandonment and accelerate delivery while increasing the joy users experience with their products. Kobiton ranked the 18th Fastest-Growing Company in North America on the 2022 Deloitte Technology Fast 500™. We care about our customers, and we care about YOU. As one of Atlanta's "Best & Brightest," we're focused on cultivating positive experiences for our customers and employees.

The VP Customer Experience is an essential role at Kobiton and is responsible for ensuring our customers are cared for and have a great experience with our products. We have a great, diverse set of customers across industries and locales which range from public cloud customers to Enterprise accounts in the quality testing market.

You will be leading Customer Success Manager (CSMs), Customer Success Engineers (CSEs), and Customer Support consisting of teams of Tier 1 and 2 technical support engineers located in the US and Vietnam. You will be responsible for customer's onboarding, using, and renewing our products. You will also be identifying ways to optimize using tooling but also how to structure your organization around ensuring our customers are successful with our products.

This role is Atlanta based and reports to the COO.



  • Grow and manage a diverse set of teams and their leaders across Support, CSMs and CSEs
  • Build and run a strong Enterprise software customer success program to mature customer adoption and create value for our customers
  • Mature and evolve our executive sponsorship approach for key accounts
  • Handle at-risk accounts by taking a very targeted approach and building relationships and get-well plans
  • Track and report on metrics across your organization, such as SLAs / MTTR, CSAT / customer health scores, and product adoption
  • Ensure customers have a great implementation / onboarding / migration experience with our products
  • Eventually play a very important role in our User Conference and Customer Advisory Board
  • Forecast renewal rate by identifying and predicting churn risk
  • Partner with sales to build account plans for cross-sell and upsell opportunities
  • Optimize processes for ability to scale by self service and automation
  • Serve as a point of escalation for customer incidents; ensuring the appropriate resources are engaged for timely action and resolution
  • Mentor and develop career paths for individuals on your team
  • Identify and implement improvements to tooling such as automation and the use of Gainsight, ChurnZero, SFDC, and Zendesk
  • Advise management and account executives on situations that may require additional client support or escalation
  • Focus on root cause analysis so Kobiton Product & Engineering teams can resolve underlying issues within the product


  • 5+ years of experience in managing customer-facing support / success teams
  • SaaS experience in a Enterprise software company, preferably in a start-up
  • Strong interpersonal, leadership & mentoring skills
  • Metrics oriented data-driven approach to problem solving
  • Take a customer first approach, focused on delivering value at scale
  • Experience managing Enterprise customer accounts including renewal negotiations
  • Ability to communicate at all levels (both technical and non-technical) with clarity and precision both written and verbally
  • Experience with support ticketing systems, CRMs, and engagement management tooling (Zendesk, SFDC, and Gainsight preferred)
  • Technical degree or equivalent certification
  • Proven experience taking a bias toward action in a fast-paced support environment


  • Join a team that is impacting the everchanging and growing mobile industry
  • Work with an extraordinary and diverse global workforce
  • Collaborate at a great office located in the 1776 building between Buckhead and Midtown
  • Continue to grow by participating in company-sponsored training and development opportunities through our Growbiton program
  • Enjoy Self-Managed (sometimes referred to as unlimited) Paid Time Off (PTO)
  • Take advantage of our 100% company-paid Medical, Dental, & Vision insurance for you and your family
  • Receive monthly mobile phone and Wi-Fi reimbursement
  • Contribute to a 401(k) retirement plan
  • Any employee expecting can take part in our Paid Parental Leave program
  • Access coffee and food at Bellwood Coffee Shop and fitness center in the 1776 office for FREE
  • Enjoy concerts and Hawks games at the State Farm Arena with our company Social Club tickets
  • Take advantage of learning more about Kobiton and your awesome team member through our quarterly in-person and virtual employee events from All Hands Meetings, Team Outing, and Happy Hours

Kobiton is proud to be an equal opportunity employer. We care about our people and celebrate our differences. We want to work with talented, collaborative, and innovative people. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other characteristics protected by law.