Customer Success Manager (Remote)

As a Customer Success Manager at Mattermost, your primary responsibilities include building strategic relationships with customers in the US Public Sector, representing the Voice of the Customer internally, and managing the overall customer journey. You'll also focus on onboarding processes, assist with integrations and plug-ins, and ensure renewal of customer subscriptions, while proactively identifying expansion opportunities.

To succeed as a Customer Success Manager at Mattermost, you should have a proven track record in managing customer relationships, especially at an executive level. Strong knowledge of the DevOps ecosystem and open-source applications is essential, along with technical proficiency in cloud technologies and enterprise security. Familiarity with tools like Salesforce, Outreach, and Looker is also highly beneficial.

At Mattermost, we prioritize the growth and development of our Customer Success Managers through comprehensive onboarding, ongoing training, and collaborative opportunities with cross-functional teams. We empower our team members with the knowledge and skills necessary to effectively advocate for our customers and contribute to their success through professional development programs.

The salary for a Customer Success Manager at Mattermost ranges from $115,000 to $150,000 per year. The compensation reflects the importance of the role and the experience required to foster successful relationships with enterprise customers in the US Public Sector.

Customer empathy is crucial for a Customer Success Manager at Mattermost as it enables you to understand the unique challenges faced by our clients. By balancing curiosity and empathy, you can identify their needs and help them leverage the full value of our software, thus fostering long-term partnerships and enhancing customer satisfaction.

My approach to customer success is rooted in building genuine relationships with clients by actively listening to their needs and challenges. I believe in being proactive rather than reactive—anticipating their requirements and delivering solutions that align with their goals, thus ensuring they gain maximum value from our services.

Absolutely! In a previous role, I worked with a client who was facing significant challenges and was considering canceling their services. By establishing a direct line of communication, listening to their concerns, and offering tailored solutions, I not only retained them but helped increase their involvement and enthusiasm for our product, leading to a successful long-term partnership.

To ensure customer retention, I focus on regular check-ins to assess satisfaction and provide necessary support. I also implement data-driven strategies by analyzing customer usage metrics to identify areas for improvement, and proactively spotlight features that align with their evolving needs.

Handling difficult conversations requires a blend of empathy and clarity. I approach such situations with an open mind, listen actively to the customer’s concerns, and aim to collaborate with them on finding a solution, ensuring they feel valued and understood.

Data is instrumental in my role as it provides insights into customer behavior and the product’s performance. By leveraging analytics, I can monitor client engagement, pinpoint areas for improvement, and create personalized success plans that boost adoption and retention.

I prioritize my tasks based on urgency and impact. I maintain a dashboard to monitor deadlines and client requirements, ensuring that I allocate time effectively to high-priority customers while remaining flexible to accommodate any urgent needs that arise.

Advocating for a customer’s needs involves gathering insights from various interactions and presenting a consolidated view to internal teams. I would ensure that cross-functional teams are aware of the issues faced by the customer and work together to develop solutions or enhancements. My goal is to ensure that the customer's voice is recognized in product development and service improvements.

The key to effective communication with customers is clarity and transparency. I focus on delivering messages that are straightforward and jargon-free, while also being available for any follow-up questions. Establishing a two-way communication channel fosters trust and helps build stronger relationships.

My approach to onboarding new clients involves a structured yet personalized process. I begin by understanding their specific goals and timelines, followed by tailored training sessions that align with their needs. I ensure they have access to resources and support while closely monitoring their progress to facilitate a smooth transition.

I am drawn to the position at Mattermost because of the company’s commitment to collaboration and innovation in the tech space. Additionally, I admire the focus on security and trust within the Public Sector. I am eager to contribute my skills in enhancing customer experiences and driving success within a mission-driven organization.