Full-Time

Sr. Customer Success Operations 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

Senior

Remote in USA

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Data Analysis
Requirements
  • 5+ years in Customer Success Operations or similar roles, with experience in Gainsight administration.
  • 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
  • Incredible analytical, and critical-thinking skills
  • Self-motivated team player with fresh ideas
  • Proven ability to get things done and thrive in the dynamic environment.
Responsibilities
  • Lead efforts to streamline and enhance CS processes to improve efficiency and scalability.
  • Track, analyze, and report on key customer success metrics (NRR, churn, retention) to inform strategic decisions.
  • Work closely with leadership to set strategic CS goals, implement plans, and align cross-functional efforts.
  • Develop systems to monitor customer health scores, identify risks, and drive proactive retention strategies.
  • Partner with Sales, Product, and Finance teams to ensure smooth customer transitions and internal alignment on key customer initiatives.
  • Lead efforts in gathering and analyzing customer feedback to identify trends and drive continuous improvement.
  • Automation and playbook setup, automating tech-touch.
  • Monitoring internal team processes.
  • Revenue forecasting.
  • Monitoring customer metrics and activity.
  • Project management and account management.
  • Expert reporting skills and proven experience applying data hygiene, intelligence, and governance principles.
  • Experience communicating and reporting operational data to cross-functional internal stakeholders.
  • Gainsight Configuration: Handle the basic administration of Gainsight, including the configuration of workflows, dashboards, customer health scoring, and alerts.
  • Data Integrity: Ensure the accuracy and consistency of data within Gainsight, working with data teams to address any discrepancies.
  • Gainsight Support: Provide ongoing support and training to the CS team to ensure full adoption of Gainsight’s functionalities.
  • Reporting & Automation: Build and maintain Gainsight reports, automating processes to streamline CS workflows.

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

-15%
Simplify Jobs

Simplify's Take

What believers are saying

  • Strategic partnerships, like with Omnix, expand Matterport's market reach and service offerings.
  • Generative AI tools in the Fall 2024 release enhance real estate experiences.
  • CoStar Group's acquisition provides additional resources and market access.

What critics are saying

  • Increased competition from companies like Cupix and NavVis threatens market share.
  • FTC's 'Second Request' may delay the CoStar acquisition process.
  • Departure of former CEO and lawsuit settlement could impact investor confidence.

What makes Matterport unique

  • Matterport offers a unique all-in-one 3D data platform for digital twins.
  • The company integrates AI to enhance property management and marketing solutions.
  • Matterport's sustainability initiatives include carbon emissions reporting and renewable packaging.

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Benefits

Comprehensive health plans

Flexible time off

Summer Fridays

401k

Stock options

Continuing education & commuter benefits

INACTIVE