Overview
Mattermost provides enterprise-grade messaging to the world’s leading organizations through an open source platform. Customers include Intel, Samsung, McKinsey & Company, Medtronic, Urban Outfitters, and the United States Department of Energy. Our private cloud solutions offer secure, configurable, highly-scalable messaging across web, phone and PC with archiving, search, and deep integration across in-house systems. Headquartered in Palo Alto, California, our company serves customers around the world with a distributed organization spanning 7 time zones. More on us at https://about.mattermost.com/
ABOUT THIS ROLE:
This is a player/coach role for an experienced customer success professional seeking the freedom and autonomy to do the best work of their careers from the comfort of home, or wherever they choose. The strongest correlator to job satisfaction is commute time, and this role has no commute time.
Note: If your prior management experience is limited, we will also consider a high performance individual contributor for this role, with the potential to grow into a people manager.
- You will drive the success of Mattermost deployments as measured by satisfaction, adoption, retention and customer advocacy.
- You’ll be serving high priority enterprise customers and working with Mattermost partners to speed time-to-value, share vital customer feedback to the product team, work with customer champions to agree to outstanding case studies and work very closely with sales to develop post sales and account management processes.
- You’ll be the service manager routing requests for functional and technical support, working with documentation and marketing to upgrade our documentation, product information and product training to scale our ability to serve customers.
- You will develop and measure CS objectives, processes, infrastructure, hiring and operating plans and execute on the strategy to deliver world class results.
Requirements:
- Deep experience in the principles, processes and skills lead a high performance customer success program, in addition to the ability to jump into hands-on roles as a player/coach.
- Track record of being an outstanding communicator, able to summarize and simplify complex discussions and get to the heart of matters swiftly
- Experience working in high trust organizations with remote work, where people are evaluated on results
- Ability to enter ambiguous situations and smoothly bring parties to agreement on shared objectives, principles and process
- Hands-on, problem solver personality
- Demonstrated experience gathering and understanding customer business requirements
- Minimum 5+ years relevant experience
We value high impact work, ownership, being proud of what we build, and being focused on customer success. If these values match who you are, we hope you’ll learn more about working at Mattermost and come talk to us.