Customer Success Manager
Mattermost is an open-source alternative to Slack and Microsoft Teams.
Mattermost is an open source platform for secure collaboration across the entire software development lifecycle. Hundreds of thousands of developers around the globe trust Mattermost to increase their productivity by bringing together team communication, task and project management, and workflow orchestration into a unified platform for agile software development.
Founded in 2016, Mattermost’s open source platform powers over 800,000 workspaces worldwide with the support of over 4,000 contributors from across the developer community. The company serves over 800 customers, including European Parliament, NASA, Nasdaq, Samsung, SAP, United States Air Force and Wealthfront, and is backed by world-class investors including Battery Ventures, Redpoint, S28 Capital, YC Continuity. To learn more, visit www.mattermost.com.
We value high impact work, ownership, self-awareness and being focused on customer success. If these values match who you are, we hope you'll learn more about working at Mattermost and apply!
Mattermost is seeking an innovative, customer-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 customers in the US Public Sector, and ensuring a successful customer journey and great user experience. Working closely with internal stakeholders (Enterprise reps, Customer Engineer, Marketing, RD), this role will cover the US Public Sector.
Responsibilities:
- Represent the Voice of the Customer internally and own the core relationship with the Enterprise segment in the US Public Sector.
- 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 in order to identify areas that present a deep strategic partnership in order to help customer’s 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. Advocate for 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, including executive relationships within the customer organizations.
- Understand Open Source apps and their monetization.
- Strong knowledge of the DevOps market and ecosystem.
- Above average technical knowledge (Cloud technologies, Enterprise security, SAML, SSO, Mobile apps).
- Deep experience with Salesforce, Outreach and Looker.
- Experience discovering key goals and steering customer stakeholders with account success plans.
- 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.
- Customer obsession and empathy.
- Previous experience working with customers in the US Public Sector.
Mattermost is a remote-first company with staff living and working across the globe. We are currently hiring staff in these countries/regions:
Canada - Germany - Greece - India - Spain - United Kingdom - United States
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!
About this role
July 26th, 2023
May 27th, 2023
Full Time
61k-88k USD
Apply now
Job expired?Please let Mattermost know you found this job on Himalayas. This will help us grow!
About Mattermost
Learn about Mattermost and their company culture.
Mattermost is an open-source alternative to Slack and Microsoft Teams. They offer a high trust, Slack-compatible messaging, and collaboration platform for enterprises that value security, flexibility, and innovation.
Mattermost is the world’s largest open source project for digital workplace technology. Collaboratively developed by over 500 contributors, the platform is available in 16 languages with a rich and broad ecosystem of integrations and enhancements.
Mattermost is the world’s largest open source project for digital workplace technology. Collaboratively developed by over 500 contributors, the platform is available in 16 languages with a rich and broad ecosystem of integrations and enhancements.
Tech stack
Learn about the technology and tools that Mattermost uses.
Benefits and perks
Learn about the benefits and perks that Mattermost provides.
Flexible working hours
Results matter more far more than hours in an office. Your time at Mattermost is flexible. Go see the dentist, visit a friend, walk your dog – no need to ask permission. For most roles, we require the ability to join meetings between 8am and 1pm California time. The exception is people who are dedicated to support in other timezones, or team members that don’t need to be in real-time discussions.
Unlimited time off
There is no limit to how much time-off you can take when your work is meeting or exceeding expectations. Our culture is high trust and results-focused. We want people to take time away to relax, think and come back energized. We strongly recommend a minimum of 2 weeks per year.
Retirement benefits
Our 401K retirement savings program is available through Ubiquity after 3-months of full-time employment.
Life insurance
Basic Life Insurance and AD&D for US- and Canada-based employees.
Apply now
Job expired?Please let Mattermost know you found this job on Himalayas. This will help us grow!
About this role
July 26th, 2023
May 27th, 2023
Full Time
61k-88k USD
