Customer Success Manager

Summary

Join Mattermost as a Customer Success Manager and help enterprise customers maximize their Mattermost investment. Focusing on the US Public Sector, you will build strong customer relationships, ensure successful customer journeys, and drive user adoption. This role involves close collaboration with internal stakeholders, including sales and engineering teams. You will own the customer lifecycle, from onboarding to renewal, and identify opportunities for account expansion. Mattermost is a remote-only company, offering flexibility in location within North America. The ideal candidate possesses a proven track record in customer relationship management, a strong understanding of the DevOps market, and excellent communication skills.

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

Responsibilities

• Represent the Voice of the Customer internally and own the core relationship with the Enterprise segment in the US Public /Federal 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

Preferred Qualifications

Experience working with customers in the US Public Sector

Benefits

• $115,000 - $150,000 a year
• Remote-first