Customer Success Manager

🔥 1 hour ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Element

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

📡 Telecommunications

🔐 Security

Telecommunications • Security

Element is a company that provides a secure and sovereign communications platform. It is built by the creators of Matrix, the decentralized open standard for real time communication. Element offers products like the Element App and Element Server Suite, and provides hosting solutions that are open source and flexible to enable data sovereignty. Element aims to protect and strengthen business critical communications, offering trusted communication in real-time across organizations. It supports both self-hosted and fully managed deployments, allowing customization of network configurations and permissions. With over 125 million users worldwide, Element is trusted by secure organizations for communication.

📋 Description

• Own the onboarding journey, including customer handover from Sales and the development of tailored onboarding plans. • Deliver customer training sessions and workshops to drive adoption. • Become a product expert, delivering training to drive adoption • Support product provisioning and ensure successful technical rollout (in partnership with Support and TAMs). • Maintain regular customer contact, building trusted relationships with stakeholders at all levels. • Capture and share customer insights, ensuring feedback flows effectively into Element. • Act as a customer advocate: • Escalate and resolve urgent issues impacting success. • Influence longer-term product roadmap decisions based on customer needs. • Partner with Account Managers on renewals and account growth opportunities. • Track and report on customer outcomes, adoption trends, and satisfaction.

🎯 Requirements

• Excellent communication and stakeholder management skills. • Proven experience in customer-facing roles, ideally serving enterprise or government clients. • Professional-level English (C1+). • Bonus points if you also have: • German language skills (C1+). • Account Management experience including dealing with renewals and contracts • Familiarity with decentralised systems, open source software, VoIP, or end-to-end encryption. • Knowledge of mobile platforms (iOS, Android) and mobile device management. • Existing security clearance (UK, SÜ2 in Germany, or equivalent).

🏖️ Benefits

• Meaningful, mission-driven work in open source • 40 days of annual leave (incl. local public holidays) • Share options • Private healthcare (depending on location) • Access to Plumm our wellbeing platform • Training Budget • Family-friendly environment