Customer Success Architect (East)

Boston, MA Customer Success
Mattermost, one of Y Combinator's top 100 companies, provides an open source enterprise-grade messaging platform to the world’s leading organizations that allows teams to collaborate securely and privately anywhere. With over 10,000 server downloads / month our customers include Uber, Samsung, Affirm, The US Department of Defense and more. Our private cloud solutions offer secure, configurable, highly-scalable messaging across web, phone and PC with archiving, search, and deep integrations with hundreds of SaaS and on-premises technologies. Headquartered in Palo Alto, California, our company serves customers around the world with a distributed organization spanning the globe. 

We value high impact work, ownership, self-awareness 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!

About the Role

In this role, you will serve as the primary technical lead to guide the implementation, integration, and expansion of the customer's use of Mattermost as the central communication platform for their DevOps and technical teams. A key part of your job will be to identify and architect the key points of integration for the Mattermost platform within the customer's environment and work with the customer to implement these integrations utilizing customer, Mattermost or partner-led development expertise. In addition to implementing the primary use case for Mattermost, through building trust and credibility, you will reach into the customer organization to identify additional use cases and opportunities for expansion of the Mattermost platform.


  • Lead design of the Mattermost deployment for large enterprise customers based on customer requirements gathered during the sales engagement
  • Make architectural recommendations for the Mattermost software deployment and other adjacent technologies (e.g. MySQL/PostgresSQL, mobile, SSO, ElasticSearch, to ensure high availability, redundancy and scalability
  • Deliver best practices and consulting based on experiences with other successful Mattermost customer deployments
  • Document customer design and deployment decisions for sharing with the broader customer and Mattermost teams
  • Identify key integration opportunities to develop Mattermost as the central collaboration platform within DevOps and technical teams
  • Deliver initial Mattermost use cases while continuously searching for new use cases to help deliver high value and ROI for our customers
  • Present detailed technical information and benefits of the Mattermost platform to a wide array of customers, including a line of business managers, developers, technical architects, and executives
  • Serve as the technical lead for all things related to the Mattermost deployment
  • Requirements

  • 5+ years experience working with large enterprise customers in a consulting or technical architect capacity, especially in the software or developmental tools industry
  • Experience with two or more of the following: DevOps and automation, continuous integration, agile development, real-time collaboration, or IT service management
  • Interest in working creatively with customers to understand technical and business requirements and implement solutions, including change management and technical engagement delivery
  • Outstanding written and verbal communications skills, with the ability to go deep with technical customer resources or to describe the value proposition of Mattermost to IT executives
  • Excellent presentation skills for presenting advanced technical concepts
  • Experience leading and crafting technical projects, engaging with, and motivating change across multiple levels of IT executives and organizations
  • Ability to travel up to 40%

  • Mattermost

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