Senior Customer Success Manager, APAC

As a Senior Customer Success Manager at Mattermost, you will be responsible for building and nurturing relationships with customers in the APAC region, ensuring they derive maximum value from their Mattermost investment. You will act as the voice of the customer, advocating for their needs internally while collaborating with cross-functional teams to enhance their journey with our products.

To be a successful Senior Customer Success Manager at Mattermost, candidates should have proficiency in Japanese, proven experience in managing customer relationships, and a delving knowledge of the DevOps ecosystem. Additionally, strong communication skills and technical knowledge in cloud technologies and enterprise security are essential for driving product adoption and revenue growth.

Mattermost supports its Senior Customer Success Managers through a collaborative environment where they work closely with sales, technical teams, and other stakeholders. By ensuring you have access to resources and insights about our product, we empower you to educate customers and drive their success effectively.

At Mattermost, the work culture is remote-first and highly inclusive, embracing diverse backgrounds and perspectives. You’ll thrive in an environment that encourages collaboration, open communication, and continuous learning as part of a passionate team dedicated to delivering exceptional value to our customers.

As a Senior Customer Success Manager at Mattermost, you have ample opportunity for career growth. The role provides you with exposure to both customer relations and strategic company initiatives, enabling you to develop skills that could lead to advanced management or specialized roles in the organization.

The customer journey for the Senior Customer Success Manager at Mattermost encompasses everything from the initial onboarding process to long-term engagement. You’ll focus on understanding customer needs, driving product adoption, advocating for their requirements internally, and ultimately ensuring they achieve their desired outcomes while utilizing Mattermost solutions.

In the role of Senior Customer Success Manager at Mattermost, you will work with a variety of enterprise clients across APAC, including technology companies, public sector organizations, national defense, and financial services. Engaging with such diverse customers provides a unique opportunity to tailor strategies for high-impact results.

To build relationships with key stakeholders, I would start by understanding their unique business needs and establishing trust through open communication. Regular check-ins and personalized engagement would help in aligning our goals and demonstrating our commitment to their success.

In my previous role, I implemented a customer success plan that included training sessions and tailored resources which directly resulted in a significant increase in user adoption rates. Continuously engaging with the customers to collect feedback helped refine our approach and ensure their ongoing success.

To address churn risk, I would analyze account health metrics and engagement patterns to identify warning signs. Proactively reaching out to understand pain points and implementing appropriate support measures would be crucial in retaining those customers and increasing their satisfaction with the product.

Success of customer relationships can be measured through several key indicators, such as customer satisfaction scores (CSAT), Net Promoter Score (NPS), product usage, and renewal rates. Regularly evaluating these metrics provides insight into areas for improvement and helps drive better engagement strategies.

Effective onboarding begins with understanding the unique needs of our customers. I would create a tailored onboarding plan that includes training, personalized resources, and regular check-ins to help them navigate our platform easily and leverage its full potential from the start.

To ensure customer renewals, I would prioritize building a strong relationship founded on trust and consistent value delivery. I would regularly check-in with clients to assess their satisfaction and address any issues while showcasing the ongoing benefits of the Mattermost platform.

I have extensive experience using Salesforce to manage customer relationships, track sales data, and analyze metrics. In this role, leveraging Salesforce will be vital for maintaining organized communication with customers and efficiently addressing their needs throughout their journey.

Handling difficult customer situations requires empathy, active listening, and problem-solving skills. I focus on understanding the customer's perspective, addressing their concerns with transparency, and collaborating with internal teams to find a solution that meets their needs while maintaining a positive relationship.

I am passionate about customer success because it’s incredibly rewarding to help organizations achieve their goals and realize the value of their investments. Being a part of their journey and witnessing their growth and success is what motivates me every day.

I would stay updated on industry trends through continuous learning such as attending relevant webinars, participating in industry conferences, and engaging with professional networks. Additionally, following industry publications and news sources helps me stay informed about new developments that may impact our customers.