Enterprise Customer Success Manager (West Coast)

Los Angeles, CA 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

As an Enterprise Customer Success Manager, you will partner with customers and multiple internal stakeholders (e.g., Account Executives, Customer Success Architects and Customer Success Engineers) to ensure that value is realized, and that customers are set up for continued success with Mattermost. You will be in a quota-based role and responsible for the maintenance renewal revenue and rate for assigned territory.


  • Own the renewals process in collaboration with the customer account team to preserve and improve customer contracts and relationships
  • Work with key decision makers to identify customer requirements and uncover roadblocks to ensure on-time commitments
  • Maintain and deliver an accurate rolling 90 day forecast of your renewals business
  • Negotiate and execute renewal contracts (in partnership with appropriate stakeholders) that align to customer goals
  • Uncover upsell/cross-sell opportunities throughout the customer lifecycle to maximize customer growth
  • Communicate risk clearly and take the lead in developing resolution strategies, escalating wherever appropriate
  • Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas including product
  • Ensure customers’ future success by curating use-case recommendations and educating them on relevant new information and opportunities to grow with Mattermost
  • Proactively engage and build relationships with customers to ensure they are plugged into all the resources Mattermost has to offer, whether it is training, support services, new release information, or events happening in the area
  • Requirements

  • 5+ years of quota carrying experience (e.g., Renewals, Enterprise Sales, Account Management), preferably in a subscription based software organization
  • 2+ years experience working day to day in Salesforce.com or a similar CRM system 
  •  Strong sales acumen. You have a thorough understanding of an enterprise organization’s structure and procurement processes. You possess discovery, negotiation and closing skills
  • Experience handling a pipeline and closing large contracts
  • Excellent communication skills. You possess strong written and verbal communication skills to effectively communicate Mattermost’s value at both a macro and micro level
  • Ability to connect the dots organizationally and influence stakeholders from various roles, levels and profiles to drive collaboration and program excellence
  • Engage customers with empathy and a creative, problem solving mindset
  • Determination & grit. You’re willing to go the extra mile with a strong work ethic; you’re self-directed, resourceful and a proactive, energetic team player
  • Passion for our customers and their success. You take an active interest in increasing customer happiness and deepening customer relationships
  • Extraordinary time and process management skills

  • Mattermost


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