Customer Success Manager, Mattermost
$115-150k
More information about location
Software development collaboration platform
Job no longer available
Software development collaboration platform
101-200 employees
Job no longer available
$115-150k
More information about location
101-200 employees
Company mission
To make the world safer and more productive by developing and delivering secure, open source collaboration software that is trusted, flexible and offers fast time-to-value.
Role
Who you are
- Proven track record of successfully developing and managing customer relationships, including executive relationships within the customer organizations
- 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, Outreach and Looker
- 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
- Prefer experience working with customers in the US Public Sector
What the job involves
- Mattermost is seeking an innovative, customer-obsessed Customer Success Manager to help customers drive maximum value from their Mattermost investment
- Focusing on the enterprise market segment, this role is responsible for building relationships with Mattermost's customers in the US Public Sector and ensuring a successful customer journey and great user experience
- Working closely with internal stakeholders (Enterprise reps, Customer Engineer, Marketing, R&D), this role will cover the US Public Sector
- Represent the Voice of the Customer internally and own the core relationship with the Enterprise segment in the US Public Sector
- Develop strategic relationships with Mattermost customers to deliver maximum value for the Customer and Mattermost
- 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 Customer Success Engineering 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
Our take
As the shift to virtual working environments and remote working continues, internal collaboration tools have never been in higher demand, Mattermost's key product is well-positioned to meet this surge in demand: it is essentially a collaboration platform which offers secure messaging across web, desktop and native mobile devices.
Mattermost runs as a server install that can be accessed remotely or locked down so that it only runs internally. That’s a major benefit for any company that needs to comply with industry regulations, such as hospitals, law firms and government agencies. This is also what sets Mattermost apart from other collaboration platforms like Slack, Zoom and Microsoft Teams.
The company powers messaging and collaboration for a host of businesses including Samsung, Daimler, SAP and Cigna. With solid foundations and a big prospective customer base, Mattermost is well-set to achieve big things as it continues to launch new features for its expanding client base.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-24% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jun 2019
$50m
SERIES B
Feb 2019
$20m
SERIES A
Total funding: $70.2m
Company benefits
- Fully remote work
- Office setup fund
- Coworking space stipend
- Global and regional team meetups
- Growth fund
- Unlimited vacation
- Family and Friends Days
- Async weeks
- Open Source Fridays
- Community hackathons and events
- 401(k) 🇺🇸
- Health benefits 🇨🇦
Company HQ
Downtown North, Palo Alto, CA
Additional info
- Remote team members must be available between 8am and 1pm California time (GMT-8)
Leadership
Ian Tien
(CEO & Co-founder)Ian previously founded SpinPunch Inc, an award-winning online video game company, and was VP Product at Flickme, a movie streaming startup.
Corey Hulen
(CTO & Co-founder)He was previously CTO & co-founder at Temple AI and Pricini.com. He also has experience in Software Development at Microsoft and VerticalNet.
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