Matterport is hiring a
Senior Customer Success Manager

Summary

Join Matterport's team as a dynamic Customer Success Manager to lead the charge in delivering exceptional onboarding, adoption, and support for enterprise clients.

Requirements

• 5+ years of direct experience in Customer Success, Account Management, or equivalent history of increasing customer satisfaction, adoption, retention, and revenue growth
• 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
• Experience in providing customer training and sales presentations
• Incredible relationship management, analytical, and critical-thinking skills
• Self-motivated team player with fresh ideas when it comes to user adoption and churn mitigation
• Proven ability to get things done and thrive in the dynamic environment of a high-growth startup

Responsibilities

• Take ownership of assigned accounts' performance
• Collaborate with customers and cross-functional internal teams to exceed account growth and retention targets
• Develop a quarterly business plan and renewals strategy for assigned accounts and report to leadership teams
• Aggressively drive customer adoption and expansion by leveraging strong relationship-building, business context, behavioral and workflow integration strategies, complex stakeholder management strategies, and general account growth planning and execution
• Identify and drive growth opportunities by facilitating business conversations, delivering product demonstrations, and navigating objections in securing the business
• Work closely with Onboarding, Support, Sales and Product team members to collaborate on the design and delivery of a world-class customer experience
• Understand our customers: decipher the cultural, business, and tactical needs that brought them to Matterport and align our engagement to delivering value against those needs
• Maintain a regular cadence with accounts and key stakeholders to identify churn risk to work proactively to eliminate risk factors
• Own and execute Customer Business Reviews to inform internal and external alignment with customer priorities
• Be the voice of the customer and provide feedback on how Matterport can better serve our customers and future of the business
• Work with customers to monitor critical tasks and key performance indicators that are measurable and monitored throughout the customer life cycle
• Maintain product expertise across the Matterport solution

Benefits

• Comprehensive health plans – 100% of premiums covered for employees
• Flexible Time Off for Exempt Employees/Generous PTO plan for Non-Exempt Employees
• 401k, Company ownership in the form of RSU’s & ESPP Program