Salary Range: 115000 to 150000 (Currency: USD) (Pay period: per-year-salary)

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.

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

Responsibilities:

Represent the Voice of the Customer internally and own the core relationship with the Enterprise segment in the US Public /Federal 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.

Requirements:

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

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!

Customer Success Manager

Federal Sector

Mattermost

Compensation Overview

Responsibilities:

Requirements:

6 month growth

1 year growth

2 year growth

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