Sr Customer Success Manager

About the Role:

Matterport is looking for a highly driven Customer Success/Account Manager who will provide excellent, high-touch account management services for some of Matterport’s most complex enterprise customers. The ideal candidate has a positive, can-do attitude, a friendly personality, and strong planning and problem-solving abilities, and an aggressive orientation toward product adoption and account revenue growth.

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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
• Negotiate large, strategic contract renewals with aggressive growth targets
• Develop a quarterly business plan and renewals strategy for assigned accounts and report to Sales leadership
• 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
• Utilize CRM and platform data to forecast and track all renewal, upsell, and cross-sell related activities
• 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 - 6+ years of direct experience in Customer Success, Account Management, or equivalent history of increasing customer satisfaction, adoption, retention, and revenue growth
• 3+ years of industry-specific experience in the Commercial Real Estate, Corporate Residential Real Estate, Retail, AEC, or Tech
• BA/BS or equivalent required, MBA or equivalent preferred 
• Proven ability to deliver against sales/quota targets, proven track record of growing an existing account base preferred
• 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
• A documented and clear 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.

Perks & Benefits

• Comprehensive health plans - 100% of premiums covered for employees & 90% of dependent premiums for UK Employees
• Pension Program and % match for UK employees.

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