Customer Success Manager, Element
Offers share options
An open network for secure, decentralised communication
Be an early applicant
An open network for secure, decentralised communication
101-200 employees
Be an early applicant
Offers share options
101-200 employees
Company mission
To make communication better for everyone.
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 and the Support Team 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
- 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 Support and 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
Application process
- HR screening call (non technical) - Up to 30 min
- First stage interview - Up to 45 min
- Assessment/Test/Presentation
- Last stage interview - Up to 60 min
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 Slack 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 is being 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 video conferencing 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
3% employee growth in 12 months
Company
Company HQ
Chiswick, London, UK
Leadership
Amandine Le Pape
(Co-Founder & COO)Co-founder of Matrix.org. They previously worked in Project Management roles at Amdocs for over 11 years.
Mattew Hodgson
(Co-Founder, 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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