Matterport is hiring a
Sr Customer Success Manager

Summary

Matterport is seeking a highly driven Customer Success/Account Manager to provide excellent account management services for complex enterprise customers. The role involves managing assigned accounts' performance, negotiating contract renewals, and driving customer adoption and expansion. The ideal candidate has 5-6 years of experience in Customer Success or Account Management, with industry-specific experience.

Requirements

• 5 - 6+ years of direct experience in Customer Success, Account Management, or equivalent history of increasing customer satisfaction, adoption, retention, and revenue growth
• 3+ years of industry-specific experience in the Commercial Real Estate, Corporate Residential Real Estate, Retail, AEC, or Tech
• BA/BS or equivalent required, MBA or equivalent preferred

Responsibilities

• Take ownership of assigned accounts' performance
• Collaborate with customers and cross-functional internal teams to exceed account growth and retention targets
• Negotiate large, strategic contract renewals with aggressive growth targets
• Develop a quarterly business plan and renewals strategy for assigned accounts and report to Sales leadership
• 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
• Utilize CRM and platform data to forecast and track all renewal, upsell, and cross-sell related activities
• 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

Preferred Qualifications

• Proven ability to deliver against sales/quota targets, proven track record of growing an existing account base preferred
• Proven aptitude for managing complexity in workload with multiple stakeholder priorities

Benefits

• Comprehensive health plans - 100% of premiums covered for employees & 90% of dependent premiums for UK Employees
• Pension Program and % match for UK employees