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Full-Time

Sr. Customer Success Operations Manager

Confirmed live in the last 24 hours

Matterport

Matterport

501-1,000 employees

Creates digital twins of physical spaces

Industrial & Manufacturing
Consumer Software
Social Impact
Real Estate

Compensation Overview

$115kAnnually

+ Equity + Benefits

Senior

Remote in USA

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Sales
Communications
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 and real estate, and they differentiate themselves by offering Matterport Capture Services, where technicians create digital twins for clients. The company also sells high-quality cameras compatible with their technology and emphasizes sustainability through partnerships for recycling and refurbishment. Matterport's goal is to lead the digital transformation of the built environment.

Company Stage

IPO

Total Funding

$699M

Headquarters

Sunnyvale, California

Founded

2011

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-2%

2 year growth

-16%
Simplify Jobs

Simplify's Take

What believers are saying

  • The strategic merger with CoStar Group could provide significant resources and market reach, enhancing Matterport's growth potential.
  • The introduction of AI-based Property Intelligence and other advanced features positions Matterport as a leader in innovation within the digital transformation space.
  • Matterport's extensive global presence, with thousands of companies in over 150 countries, indicates strong market acceptance and potential for further expansion.

What critics are saying

  • The recent legal dispute with the ex-CEO and the resulting $79 million damages could impact financial stability and investor confidence.
  • Integration challenges post-merger with CoStar Group could lead to operational disruptions and affect employee morale.

What makes Matterport unique

  • Matterport's focus on creating digital twins of physical spaces sets it apart from competitors who may only offer basic 3D modeling or virtual tour services.
  • Their integration of AI and predictive maintenance capabilities provides added value beyond simple visualization, making their platform more versatile and useful for various industries.
  • Matterport's commitment to sustainability, including partnerships for recycling and refurbishment, distinguishes it as a socially responsible tech company.

Benefits

Comprehensive health plans

Flexible time off

Summer Fridays

401k

Stock options

Continuing education & commuter benefits