Senior Customer Success Manager, APAC (Remote)

Mattermost; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

Mattermost is seeking a Customer Success Manager to enhance customer value in the APAC region. This remote role focuses on building relationships, driving product adoption, and ensuring a successful customer journey. The ideal candidate is proficient in Japanese or Korean and has a strong background in customer relationship management and technical knowledge in Cloud technologies.

Qualifications

• Proven success in developing and managing customer relationships.
• Experience in driving product adoption and revenue growth.
• Strong knowledge of Cloud technologies and Enterprise security.

Responsibilities

• Develop strategic relationships with Mattermost customers.
• Own the customer journey and align on success metrics.
• Renew customer subscriptions and meet renewal objectives.

Skills

Japanese

Korean

Communication

Customer Obsession

Empathy

Tools

Salesforce

Job description

At Mattermost, we build the #1 collaborative workflow solution for defense, intelligence, security, and critical infrastructure organizations. Trusted by governments, financial institutions, and technology companies, our platform enables secure, efficient operations for the world’s most critical teams.

We’re dedicated to empowering organizations to operate with confidence, reducing risks, and accelerating productivity. Guided by our core values of Customer Obsession, Earn Trust, Self Awareness, Ownership, and High Impact, we collaborate closely with our customers to deliver solutions that meet complex needs and drive success.

To learn more, visit www.mattermost.com

Mattermost is seeking an innovative, customer-obsessed Customer Success Manager to help customers drive maximum value from their Mattermost investment. Focusing on the enterprise market segment, this role is responsible for building relationships with Mattermost's customers in the APAC Region and ensuring a successful customer journey and great user experience. Working closely with internal stakeholders (Enterprise reps, Technical Account Manager, Marketing, R&D), this role will cover customers in the APAC region.

Mattermost is a remote-only company, so the location can be anywhere in Australia.

Responsibilities:

1. Represent the Voice of the Customer internally and own the core relationship with the Enterprise segment in the APAC region.
2. Develop strategic relationships with Mattermost customers to deliver maximum value for the Customer and Mattermost.
3. Utilize those strategic relationships to ensure that key Mattermost stakeholders are kept aware of customer priorities, and ensure execution and delivery.
4. Understand the organizational structure of our customers, balance curiosity and empathy to identify areas that present a deep strategic partnership, and help customers leverage the full value of our software.
5. Own the customer journey, align on value-driven success factors and metrics to drive adoption, account stickiness, and usage in their organization.
6. Partner with the Technical Account Management team to ensure a smooth onboarding experience aligned with customer needs and internal processes, including specific integrations, plug-ins, and custom requests.
7. Maintain a deep understanding of the product to educate customers on relevant features that support their strategic needs and advocate for customer needs internally.
8. Renew customer subscriptions in the enterprise segment and meet renewal rate objectives.
9. Identify and execute account and contract expansion strategies, working closely with Sales to close net new revenue.
10. Monitor accounts to identify churn or contraction risks, actively work to improve customer health and retention, and escalate issues as appropriate.

Requirements:

1. Proficiency in Japanese or Korean, including excellent verbal and written communication skills.
2. Proven success in developing and managing customer relationships, including executive relationships within customer organizations.
3. Experience in driving product adoption and revenue growth within key accounts.
4. Understanding of open-source applications and their monetization.
5. Strong knowledge of the DevOps market and ecosystem.
6. Above-average technical knowledge (Cloud technologies, Enterprise security, SAML, SSO, Mobile apps).
7. Deep experience with Salesforce.
8. Experience in setting key goals and guiding customer stakeholders with success plans.
9. Excellent communication and presentation skills, with the ability to analyze and interpret customer data to influence decision-making.
10. Ability to work cross-functionally and lead through influence.
11. Passion for education and helping customers succeed.
12. Customer obsession and empathy.
13. Preferred experience working with customers in the APAC region.

Mattermost is an EEO Employer. We are a remote-first, open-source company.

We are continually working to expand our hiring in more countries and regions, ensuring compliance with local laws and regulations, which takes time.

Mattermost values your unique perspective—we welcome all applicants. We encourage individuals from all backgrounds to apply and are committed to assessing candidates based on their skills and qualifications. We do not tolerate discrimination against staff or applicants based on race, religion, national origin, age, disability, pregnancy status, veteran status, or other personal characteristics.

If you require accommodations during the interview process, please let us know—we’re happy to assist.