Sr. Customer Success Manager

Description

About the Role:

Matterport is seeking a dynamic Customer Success Manager to lead the charge in delivering exceptional onboarding, adoption, and support for our enterprise clients. The ideal candidate exudes a positive, can-do attitude, coupled with a friendly demeanor and robust problem-solving skills. We're looking for someone who thrives on challenges, possesses a proactive mindset towards product adoption, and is laser-focused on driving revenue growth within client accounts. If you're driven, personable, and have a knack for strategic planning, we want you to join our team and help shape the success of our valued customers at Matterport.

About the Role:

What you will do:

Take ownership of assigned accounts' performance. Collaborate with customers and cross-functional internal teams to exceed account growth and retention targets

Develop a quarterly business plan and renewals strategy for assigned accounts and report to leadership teams

Aggressively drive customer adoption and expansion by leveraging strong relationship-building, business context, behavioral and workflow integration strategies, complex stakeholder management strategies, and general account growth planning and execution

Identify and drive growth opportunities by facilitating business conversations, delivering product demonstrations, and navigating objections in securing the business

Work closely with Onboarding, Support, Sales and Product team members to collaborate on the design and delivery of a world-class customer experience

Understand our customers: decipher the cultural, business, and tactical needs that brought them to Matterport and align our engagement to delivering value against those needs

Maintain a regular cadence with accounts and key stakeholders to identify churn risk to work proactively to eliminate risk factors

Own and execute Customer Business Reviews to inform internal and external alignment with customer priorities

Be the voice of the customer and provide feedback on how Matterport can better serve our customers and future of the business

Work with customers to monitor critical tasks and key performance indicators that are measurable and monitored throughout the customer life cycle

Maintain product expertise across the Matterport solution

Who you are:

5+ years of direct experience in Customer Success, Account Management, or equivalent history of increasing customer satisfaction, adoption, retention, and revenue growth

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

Experience in providing customer training and sales presentations

Incredible relationship management, analytical, and critical-thinking skills

Self-motivated team player with fresh ideas when it comes to user adoption and churn mitigation

Proven ability to get things done and thrive in the dynamic environment of a high-growth startup

We want to hear from you! We are looking to build the best team of people who will be empowered to do their best work. If you have what it takes, but don’t necessarily meet every bullet in the job description we encourage you to apply.

The US on target salary range for this full-time position is $81,280 to $127,000 + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Perks & Benefits

Comprehensive health plans – 100% of premiums covered for employees. (88% of family premiums)

Flexible Time Off for Exempt Employees/Generous PTO plan for Non-Exempt Employees – Take time to rest, relax and explore! Plus we offer Summer Fridays!

401k, Company ownership in the form of RSU’s & ESPP Program

For more detail visit www.matterport.com/careers * Medical and retirement benefits vary by Country

Belief in Diversity

At Matterport, we don’t just accept differences, we celebrate them and recognize the value they bring to our customers and employees. Matterport is proud to be an equal opportunity workplace and works to create and support diversity at Matterport. Equal opportunity and consideration are afforded to all qualified applicants and employees. We won’t unlawfully discriminate on the basis of gender, identity or expression, race, ethnicity, religion, national origin, age, sex, marital status, physical or mental disability, veteran status, sexual orientation, and any other category protected by law. We are committed to providing employees with a work environment that provides a sense of inclusion and belonging and is free of discrimination and harassment. We also consider all qualified candidates regardless of criminal histories, consistent with legal requirements.

Matterport is likewise committed to working with and providing reasonable accommodation to all qualified applicants and employees with disabilities in accordance with the American Disabilities Act

For more information regarding how Matterport collects and uses personal information, please review our Privacy Policies. https://matterport.com/privacy-policy