Matterport is hiring a

Manager, Customer Success

London, United Kingdom
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Matterport is leading the digital transformation of the built world.  Our groundbreaking spatial computing platform turns buildings into data making every space more valuable and accessible.  Millions of buildings in more than 150 countries have been transformed into immersive Matterport digital twins to improve every part of the building lifecycle from planning, construction, and operations to documentation, appraisal, and marketing.
We’re excited to announce that Matterport is now publicly listed on NASDAQ as MTTR. It’s an exciting time to join us!
Visit our Matterport Comparably Profile to learn more about working at Matterport and the awards we have won for being a Great Place to Work!

Matterport’s global Customer Success team is at the center of our strategic corporate growth strategy. This highly collaborative team works cross-functionally both internally and within our customer organizations to grow and nurture customer engagement, satisfaction, and value optimization. They keep the department running in an efficient manner, and maintain a high level of customer satisfaction, loyalty, and retention. Responsible for the performance of the team’s book of business, the Manager hires, trains, and supervises Customer Success team members. The manager resolves procedural problems and recommends improvements to management, engages with customers as a key contributor to each customer relationship, and acts as a point of escalation.

What you will do:

  • Lead the growing EMEA Success team in shaping and delivering onboarding, adoption, retention, and growth programs for Matterport’s EMEA region customers
  • Coach team members to deliver on the Matterport value proposition for various customer segments and drive customer value realization through the design and deployment of customer training, engagement,  upsell/cross-sell, and customer support efforts
  • Lead the team to maintain a cadence of proactive communication with customers about product features, new use cases, and added value opportunities to grow customer engagement and sentiment at scale
  • Represent the voice of the customer internally to inform our sales process, product roadmap, support processes, and general customer communications strategy
  • Maintain an environment where team members can excel through encouragement and empowerment
  • Coach and develop employees; communicate and manage to job expectations
  • Provide a documented growth path for team members and supports career growth
  • Support the SMB Manage of Strategy and Operations efforts to analyze customer health metrics, run NPS surveys  and gather other customer satisfaction data, etc
  • Maintain product expertise across the Matterport solution
  • Duties of the role may change subject to the needs of the business.

People Manager role include:

  • Lead a team of talented Customer Success Managers 
  • Hire, coach and develop your team
  • Duties of the role may change subject to the needs of the business.

Who you are:

  • 7+ years of experience in customer-facing roles
  • 3+ years of experience managing Customer Success teams in a fast-paced SaaS environment
  • Passionate about developing people and coaching your team to meet their full potential
  • Demonstrated ability leading a customer-facing team — helping your team prioritize and manage their book of business, develop and drive best practice operations, and drive deep strategic value for customers
  • Experienced at owning and managing quarterly team metrics
  • Track record of aligning with customer leadership, driving value conversations and strategic alignment with VP and C-suite stakeholders
  • High business acumen and understanding of the inner workings of revenue teams
  • Experience driving multithreaded relationships with Fortune 1000 companies
  • High energy leader with excellent cross-functional collaboration skills to drive customer projects and processes with Sales, Professional Services, Product, Support, and executives
  • Track record of operating in a high-paced growth environment
  • Our top performers have a growth mindset and pride themselves on being coachable
  • People manager roles include:
  • Demonstrated experience building and developing teams in a fast paced dynamic environment.
  • Strong ability to coach, mentor and develop teams 

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

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