Senior Customer Success Manager (Remote)

Mattermost provides secure, workflow-centric collaboration for technical and operational teams that need to meet nation-state-level security and trust requirements. We serve technology, public sector, national defense, and financial services industries with customers ranging from tech giants to the world's largest banks, to the U.S. Department of Defense and governmental agencies around the world.

Our self-hosted and cloud offerings provide integrated workflow automation, AI-acceleration, ChatOps with team messaging, audio calling and screen share on an open core platform vetted and deployed by the world's most secure and mission critical organizations.

We co-build the future of collaboration with over 4,000 open source project contributors who've provided over 30,000 code improvements towards our shared product vision, which is translated into 20 languages.

To learn more, visit www.mattermost.com

Mattermost is seeking an innovative, client-obsessed Customer Success Manager to help customers drive maximum value from their Mattermost investment. Focusing on the enterprise market segment, this role is responsible for building relationships with Mattermost's largest customers in North America and APAC, and ensuring a successful customer journey and great user experience. Working closely with internal stakeholders (Enterprise reps, Customer Engineer, Marketing, R&D), this role will cover AMER/APAC.

Mattermost is a remote-only company so the location can be anywhere in North America.

Responsibilities

• Represent the Voice of the Customer internally and own the core relationship with the Enterprise segment in AMER and APAC.

• Develop strategic relationships with Mattermost customers to deliver maximum value for the Customer and Mattermost.

• Understand the organizational structure of our customers, balance curiosity and empathy to identify areas that present a deep strategic partnership in order to help customers leverage the full value of our software.

• Own the customer journey, align on value-driven success factors and metrics to help drive adoption, account stickiness, and usage in their organization.

• Partner with Customer Success Engineering to ensure a smooth onboarding experience that's aligned with Customer needs and internal processes and clarifies specific integrations, plug-ins and custom integration requests.

• Maintain a deep understanding of the product in order to educate customers on the most relevant features or functionality that support their strategic needs, while also being able to synthesize customer feedback in order to represent customer needs with internal stakeholders.

• Renew customer subscriptions in the enterprise segment and achieve the renewal rate objectives.

• Identify and execute on account and contract expansion strategies, working closely with Sales to close net new revenue.

• Track accounts to identify churn or contraction risk, and work actively to improve customer health and retention and escalate as appropriate.

Requirements

• Proven track record of successfully developing and managing customer relationships, discovering key goals and steering stakeholders and executives in our client organizations with account success plans.

• Understand Open Source apps and their monetization.

• Strong knowledge of the DevOps market.

• Above-average technical knowledge (Cloud technologies, Enterprise security, SAML, SSO, Mobile apps).

• Deep experience with Salesforce, Outreach, and Looker.

• Excellent communication and presentation skills, including building, analyzing, and interpreting customer data to influence stakeholder decision-making.

• Ability to work cross-functional, and lead through influence.

• Passion for education and teaching customers how to be successful.

Mattermost is an EEO Employer. We are a remote-first, open source company.

We are constantly working towards adding more countries/regions to this list, but first we need to make sure we are compliant with local laws and regulations, which takes time.

Mattermost is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people from all walks of life. We don't discriminate against staff or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate!