Full-Time

Sr. Customer Success Manager

Posted on 9/25/2024

Matterport

Matterport

501-1,000 employees

Creates digital twins of physical spaces

Energy
Consumer Software
Real Estate

Compensation Overview

$115kAnnually

+ Equity + Benefits

Senior, Expert

Remote in USA

Category
Customer Experience
Customer Success
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Sales
Communications
Management
Requirements
  • 5+ years of direct experience in Customer Success, Account Management, or equivalent history of increasing customer satisfaction, adoption, retention, and revenue growth
  • BA/BS or equivalent required
  • Proven aptitude for managing complexity in workload with multiple stakeholder priorities
  • Highly motivated, self-starter with a passion for delivering the best possible customer experience; ability to multitask in a fast-paced environment with exceptional attention to detail
  • History of being a team player, contributor, and positive person and thinker
  • Experience working with SaaS solutions with an enthusiasm for technology and demonstrated technical aptitude
  • Excellent communication, interpersonal skills, and eloquent writing skills
  • Experience in providing customer training and sales presentations
  • Incredible relationship management, analytical, and critical-thinking skills
  • Self-motivated team player with fresh ideas when it comes to user adoption and churn mitigation
  • Proven ability to get things done and thrive in the dynamic environment of a high-growth startup
Responsibilities
  • Take ownership of assigned accounts' performance. Collaborate with customers and cross-functional internal teams to exceed account growth and retention targets
  • Develop a quarterly business plan and renewals strategy for assigned accounts and report to leadership teams
  • Aggressively drive customer adoption and expansion by leveraging strong relationship-building, business context, behavioral and workflow integration strategies, complex stakeholder management strategies, and general account growth planning and execution
  • Identify and drive growth opportunities by facilitating business conversations, delivering product demonstrations, and navigating objections in securing the business
  • Work closely with Onboarding, Support, Sales and Product team members to collaborate on the design and delivery of a world-class customer experience
  • Understand our customers: decipher the cultural, business, and tactical needs that brought them to Matterport and align our engagement to delivering value against those needs
  • Maintain a regular cadence with accounts and key stakeholders to identify churn risk to work proactively to eliminate risk factors
  • Own and execute Customer Business Reviews to inform internal and external alignment with customer priorities
  • Be the voice of the customer and provide feedback on how Matterport can better serve our customers and future of the business
  • Work with customers to monitor critical tasks and key performance indicators that are measurable and monitored throughout the customer life cycle
  • Maintain product expertise across the Matterport solution

Matterport creates digital twins of physical spaces using a mobile app that connects to various cameras, allowing users to capture and share immersive 3D models. Their services are widely used in industries like architecture, engineering, and real estate, and they also offer Matterport Capture Services where technicians create digital twins for clients. The company differentiates itself by selling high-quality cameras compatible with its technology and by emphasizing sustainability through partnerships for recycling and refurbishment. Matterport's goal is to lead the digital transformation of the built world by providing effective solutions for managing digital representations of physical spaces.

Company Stage

IPO

Total Funding

$435.9M

Headquarters

Sunnyvale, California

Founded

2011

Growth & Insights
Headcount

6 month growth

1%

1 year growth

0%

2 year growth

-14%
Simplify Jobs

Simplify's Take

What believers are saying

  • Strategic partnerships expand Matterport's market reach and service offerings.
  • Generative AI tools revolutionize property management and marketing on Matterport's platform.
  • CoStar Group's acquisition could boost Matterport's resources and market presence.

What critics are saying

  • Increased competition from new entrants like Cupix and NavVis threatens Matterport's market share.
  • Privacy concerns over digital twins may lead to regulatory scrutiny.
  • FTC's 'Second Request' could delay the CoStar merger, causing investor uncertainty.

What makes Matterport unique

  • Matterport's platform creates immersive digital twins for diverse industries worldwide.
  • The company integrates AI to enhance digital twin capabilities and user experience.
  • Matterport's sustainability initiatives align with growing eco-conscious business practices.

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Benefits

Comprehensive health plans

Flexible time off

Summer Fridays

401k

Stock options

Continuing education & commuter benefits

INACTIVE