Customer Success Manager, Element

Duration: 6-month contract to permanent

Salary not provided

+ Share Options + Performance Annual Bonus

iOS

Android

Mid and Senior level

London

More information about location

An open network for secure, decentralised communication

Be an early applicant

An open network for secure, decentralised communication

101-200 employees

B2BSecurityCommunicationCommunity

Be an early applicant

Salary not provided

+ Share Options + Performance Annual Bonus

iOS

Android

Mid and Senior level

London

More information about location

101-200 employees

B2BSecurityCommunicationCommunity

Company mission

To make communication better for everyone.

Job

Company

Role

Who you are

Excellent communication and stakeholder management skills
Proven experience in customer-facing roles, ideally serving enterprise or government clients
Professional-level English (C1+)

Desirable

German language skills (C1+)
Account Management experience including dealing with renewals and contracts
Familiarity with decentralised systems, open source software, VoIP, or end-to-end encryption
Knowledge of mobile platforms (iOS, Android) and mobile device management
Existing security clearance (UK, SÜ2 in Germany, or equivalent)

What the job involves

As a Customer Success Manager (CSM) at Element, you’ll lead the post-sale customer relationship, ensuring our customers achieve tangible value from our products and services
You’ll be measured by customer satisfaction, adoption, and retention, working across functions to help customers meet their business objectives while championing their needs within Element
You will collaborate closely with:
Pre-Sales Team (Account Executives and Pre-Sales Engineers) to ensure a smooth handover into the post-sales lifecycle
Account Managers to support renewal and account growth
Technical Account Managers to resolve technical barriers and drive adoption
Product Delivery teams to influence the roadmap and oversee customer-sponsored development projects
This is a high-impact role at the intersection of product, delivery, and customer engagement
You'll own the onboarding journey, including customer handover from Sales and the development of tailored onboarding plans
Deliver customer training sessions and workshops to drive adoption
Become a product expert, delivering training to drive adoption
Support product provisioning and ensure successful technical rollout (in partnership with TAMs)
Maintain regular customer contact, building trusted relationships with stakeholders at all levels
Capture and share customer insights, ensuring feedback flows effectively into Element
Act as a customer advocate:
Escalate and resolve urgent issues impacting success
Influence longer-term product roadmap decisions based on customer needs
Partner with Account Managers on renewals and account growth opportunities
Track and report on customer outcomes, adoption trends, and satisfaction

Salary benchmarks

Our take

Element emerged from the creators of Matrix with the goal of nurturing and financing the Matrix ecosystem, which established a groundbreaking standard for open-source decentralised communication.

Recognising the significance of instant messaging for productivity, especially exemplified by platforms like SDlck and WhatsApp, Matrix and Element identified an unmet need for secure network-based services. This approach allows companies to retain complete control over their data, distinguishing Element in the market.

Financial backing will be put towards expanding its technology and enhancing its peer-to-peer architecture. The ultimate aim is to eliminate the necessity for servers, with a specific focus on refining Element's decentralised voice and videoconferencing services. This allocation of resources positions Element to not only meet current market demands but also to pioneer innovative solutions in secure communication technology.

Steph

Company Specialist at Welcome to the Jungle

Insights

Led by a woman

3% employee growth in 12 months

Trustpilot (2.5)

Company

Company HQ

Chiswick, London, UK

Leadership

Amandine Le Pape

(COO)

Co-founder of Matrix.org. They previously worked in Project Manager roles at Amdocs for over 11 years.

Mattew Hodgson

(CEO/CTO)

Co-founder of Matrix.org. They also have 14 years of experience as a Software Developer and Product Manager at MX Telecom and OpenMarket. As well as 5 Years experience as a Director of Communications at Amdocs.

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