Senior Customer Success Manager

At Mattermost, we build the #1 collaborative workflow solution for defense, intelligence, security, and critical infrastructure organizations. Trusted by governments, financial institutions, and technology companies, our platform enables secure, efficient operations for the world’s most critical teams.

We’re dedicated to empowering organizations to operate with confidence, reducing risks, and accelerating productivity. Guided by our core values of Customer Obsession, Earn Trust, Self Awareness, Ownership and High Impact, we collaborate closely with our customers to deliver solutions that meet complex needs and drive success.

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 or 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

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

We are continually working to expand our hiring in more countries and regions, ensuring compliance with local laws and regulations, which takes time.

Mattermost values your unique perspective—we welcome all applicants. We encourage individuals from all backgrounds to apply and are committed to assessing candidates based on their skills and qualifications. We do not tolerate discrimination against staff or applicants based on race, religion, national origin, age, disability, pregnancy status, veteran status, or other personal characteristics.

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