Job Description

b'\n\t\t\tTitle: Senior Customer Success Manager (remote)\nLocation: Alexandria, VA; Mattermost is a remote-only company so the location can be anywhere in North America.\nType: Full-time\nWorkplace: remote\nCategory: Customer Success\nJob Description:\nMattermost 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\xe2\x80\x99s largest banks, to the U.S. Department of Defense and governmental agencies around the world.\nOur 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\xe2\x80\x99s most secure and mission critical organizations.\nWe co-build the future of collaboration with over 4,000 open source project contributors who\xe2\x80\x99ve provided over 30,000 code improvements towards our shared product vision, which is translated into 20 languages.\nTo learn more, visit www.mattermost.com\nMattermost 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\xe2\x80\x99s 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.\nMattermost is a remote-only company so the location can be anywhere in North America.\nResponsibilities\n\nRepresent the Voice of the Customer internally and own the core relationship with the Enterprise segment in AMER and APAC.\nDevelop strategic relationships with Mattermost customers to deliver maximum value for the Customer and Mattermost.\nUnderstand 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.\nOwn the customer journey, align on value-driven success factors and metrics to help drive adoption, account stickiness, and usage in their organization.\nPartner with Customer Success Engineering to ensure a smooth onboarding experience that\xe2\x80\x99s aligned with Customer needs and internal processes and clarifies specific integrations, plug-ins and custom integration requests.\nMaintain 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.\nRenew customer subscriptions in the enterprise segment and achieve the renewal rate objectives.\nIdentify and execute on account and contract expansion strategies, working closely with Sales to close net new revenue.\nTrack accounts to identify churn or contraction risk, and work actively to improve customer health and retention and escalate as appropriate.\n\nRequirements\n\nProven 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.\nUnderstand Open Source apps and their monetization.\nStrong knowledge of the DevOps market.\nAbove-average technical knowledge (Cloud technologies, Enterprise security, SAML, SSO, Mobile apps).\nDeep experience with Salesforce, Outreach, and Looker.\nExcellent communication and presentation skills, including building, analyzing, and interpreting customer data to influence stakeholder decision-making.\nAbility to work cross-functional, and lead through influence.\nPassion for education and teaching customers how to be successful.\n\nMattermost is an EEO Employer. We are a remote-first, open source company.\nWe 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.\nMattermost 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\xe2\x80\x99t 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\xe2\x80\x99s any way we can make the interview process better for you; we\xe2\x80\x99re happy to accommodate!\n\t\t'