Senior Customer Success Manager

Mattermost provides secure, workflow-centric collaboration for technical and operational teams that need to meet nation-state-level security and trust requirements. We serve technology, public sector, national defense, and financial services industries with customers ranging from tech giants to the world’s largest banks, to the U.S. Department of Defense and governmental agencies around the world. 

Our self-hosted and cloud offerings provide integrated workflow automation, AI-acceleration, ChatOps with team messaging, audio calling and screen share on an open core platform vetted and deployed by the world’s most secure and mission critical organizations. 

We co-build the future of collaboration with over 4,000 open source project contributors who’ve provided over 30,000 code improvements towards our shared product vision, which is translated into 20 languages.

To learn more, visit www.mattermost.com

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 APAC Region and ensuring a successful customer journey and great user experience. Working closely with internal stakeholders (Enterprise reps, Technical Account Manager, Marketing, R&D), this role will cover customers in the APAC region.

Mattermost is a remote-only company so the location can be anywhere in Australia.

Responsibilities:

• Represent the Voice of the Customer internally and own the core relationship with the Enterprise segment in the APAC region. 

• Develop strategic relationships with Mattermost customers to deliver maximum value for the Customer and Mattermost. 

• Utilize those strategic relationships to ensure that key Mattermost stakeholders are kept aware of customer priorities, and ensure execution and delivery

• 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 the Technical Account Management team 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. 

Requirements:

• Proficiency in Japanese and Korean is required, including excellent verbal and written communication skills.

• Proven track record of successfully developing and managing customer relationships, including executive relationships within the customer organizations

• Demonstrated experience in successfully driving product adoption and revenue growth within assigned key accounts

• 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

• 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 APAC region

$170,000 - $185,000 a year

Mattermost is an EEO Employer. We are a remote-first, open source company.

We are constantly working towards adding more countries/regions to this list, but first we need to make sure we are compliant with local laws and regulations, which takes time. 

Mattermost is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people from all walks of life. We don't discriminate against staff or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate!