Senior Customer Success Manager

Summary

Join Mattermost as a Customer Success Manager, focusing on the enterprise market in the APAC region. This remote-only position requires building and maintaining strong customer relationships, driving product adoption, and ensuring customer success. You will work closely with internal stakeholders, own the customer journey, and contribute to revenue growth through renewals and expansion. Proficiency in Japanese and a proven track record in customer relationship management are essential. The role involves understanding open-source applications, the DevOps market, and cloud technologies. Mattermost offers a competitive salary and a remote-first work environment.

Requirements

• Proficiency in Japanese is required, including excellent verbal and written communication skills
• Proven track record of successfully developing and managing customer relationships, including executive relationships within the customer organizations
• Demonstrated experience in successfully driving product adoption and revenue growth within assigned key accounts
• 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
• 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 APAC region
• Develop strategic relationships with Mattermost customers to deliver maximum value for the Customer and Mattermost
• Utilize those strategic relationships to ensure that key Mattermost stakeholders are kept aware of customer priorities, and ensure execution and delivery
• 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 the Technical Account Management team 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

Prefer experience working with customers in the APAC region

Benefits

• $170,000 - $185,000 a year
• Remote-first