Senior Customer Success Manager, APAC (Remote) at Mattermost

Australia

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Defense, Intelligence, Security, Critical InfrastructureIndustries

Requirements

Proficiency in Japanese (Desired)

Responsibilities

Represent the Voice of the Customer internally and own the core relationship with the Enterprise segment in the APAC region
Develop strategic relationships with Mattermost customers to deliver maximum value for the Customer and Mattermost
Utilize those strategic relationships to ensure that key Mattermost stakeholders are kept aware of customer priorities, and ensure execution and delivery
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 the Technical Account Management team 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

Skills

Key technologies and capabilities for this role

Customer SuccessStrategic RelationshipsAccount ManagementCustomer OnboardingProduct KnowledgeSubscription RenewalsRevenue ExpansionChurn PreventionIntegrationsStakeholder Advocacy

Questions & Answers

Common questions about this position

Is this position remote?

Yes, this is a remote position specifically for Australia, and Mattermost is a remote-only company.

What is the salary for this role?

This information is not specified in the job description.

What skills or qualifications are required for this position?

Proficiency in Japanese is desired; the role also requires strong customer relationship skills, strategic partnership development, and deep product knowledge to drive adoption and renewals.

What are Mattermost's core values?

Mattermost's core values are Customer Obsession, Earn Trust, Self Awareness, Ownership, and High Impact.

What makes a strong candidate for this Senior Customer Success Manager role?

A strong candidate should demonstrate experience in enterprise customer relationships, strategic partnership building, customer journey ownership, and achieving renewal and expansion goals, with Japanese proficiency as a plus.

Mattermost

Secure collaboration platform for technical teams

About Mattermost

Mattermost provides a secure collaboration hub specifically designed for technical teams. Its platform allows users to communicate in real-time, share files and code snippets, and automate workflows, all while maintaining a high level of security and control over data. Users can customize the platform to fit their needs and deploy it in various environments. Mattermost integrates with essential tools like GitHub and GitLab, enabling teams to streamline their workflows within a single interface. Unlike many competitors, Mattermost offers both premium features, such as advanced compliance and admin controls, and an open-source version, allowing for greater flexibility and customization. The company's goal is to enhance productivity and security for teams working in complex operational settings.

Palo Alto, CaliforniaHeadquarters

2016Year Founded

$68.1MTotal Funding

SERIES_BCompany Stage

Enterprise Software, CybersecurityIndustries

51-200Employees