Matterport is hiring a
Customer Success Operations Manager

Summary

Join Matterport as a dynamic Sr. Customer Success Operations Manager to drive operational excellence within the Customer Success team.

Requirements

• 5+ years in Customer Success Operations or similar roles, with experience in Gainsight administration
• BA/BS or equivalent required
• Proven aptitude for managing complexity in workload with multiple stakeholder priorities
• Highly motivated, self-starter with a passion for delivering the best possible customer experience; ability to multitask in a fast-paced environment with exceptional attention to detail
• History of being a team player, contributor, and positive person and thinker
• Experience working with SaaS solutions with an enthusiasm for technology and demonstrated technical aptitude
• Excellent communication, interpersonal skills, and eloquent writing skills
• Incredible analytical, and critical-thinking skills
• Self-motivated team player with fresh ideas
• Proven ability to get things done and thrive in the dynamic environment

Responsibilities

• Lead efforts to streamline and enhance CS processes to improve efficiency and scalability
• Track, analyze, and report on key customer success metrics (NRR, churn, retention) to inform strategic decisions
• Work closely with leadership to set strategic CS goals, implement plans, and align cross-functional efforts
• Develop systems to monitor customer health scores, identify risks, and drive proactive retention strategies
• Partner with Sales, Product, and Finance teams to ensure smooth customer transitions and internal alignment on key customer initiatives
• Lead efforts in gathering and analyzing customer feedback to identify trends and drive continuous improvement
• Automation and playbook setup, automating tech-touch
• Monitoring internal team processes
• Revenue forecasting
• Monitoring customer metrics and activity
• Project management and account management
• Expert reporting skills and proven experience applying data hygiene, intelligence, and governance principles
• Experience communicating and reporting operational data to cross-functional internal stakeholders

Benefits

• Comprehensive health plans – 100% of premiums covered for employees
• Flexible Time Off for Exempt Employees/Generous PTO plan for Non-Exempt Employees – Take time to rest, relax and explore! Plus we offer Summer Fridays!
• 401k
• Company ownership in the form of RSU’s & ESPP Program