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Matterport is a 3D immersive media SaaS company that makes it easy for anyone to quickly and inexpensively create digital 3D models of any physical space. Our 3D immersive media platform is used across many industries to improve how people make decisions about properties. It improves the way people experience and visualize physical spaces making it fun and practical for users to move through real world spaces as if they were there. We are the world leader in the category we invented, having built digital twins of over 2 million properties so far!

Beginning in residential real estate, where 8% of all homes sold in the US last year had a Matterport 3D tour, the company has changed how people experience physical spaces. Our product offering is selling exponentially in new markets: apartment and vacation rentals, hotels, event venues, insurance, retail environments, as well as in architecture, engineering, and construction.

With funding from a group of stellar VCs and investors, we are changing the way we all see the world!

The Role

Matterport is looking for an enthusiastic Customer Success Account Manager who will provide excellent, high-touch support for 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.

Responsibilities

• Understand our customer: decipher the cultural, business, and tactical needs that brought them to Matterport and align our engagement to delivering value against those needs
• Manage and effectively navigate post-sales activity for Matterport customers through strong relationship-building, understanding of business context, planning and execution
• Take ownership of assigned accounts and collaborate with the team to exceed growth and retention targets
• Utilize CRM and platform data to forecast and track all renewal, upsell, and cross-sell related activities
• Develop a quarterly business plan and renewals strategy for assigned accounts and report to Sales leadership
• Work closely with Onboarding, Support, and Sales team members to collaborate on the design and delivery of world-class customer experience 
• Identify and drive growth opportunities by facilitating business conversations, delivering product demonstrations and navigating objections in securing the business
• Increase customer retention by conducting regular check ins, business reviews, identifying creative solutions and working with internal teams to meet or exceed customer expectations
• 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.

Requirements

• 3 - 5 years experience in Customer Success, Account Management, or equivalent history of increasing customer satisfaction, adoption, and retention
• BA/BS preferred 
• Proven ability to deliver against sales/quota targets
• Experience in managing complex accounts with multiple stakeholders
• Proven track record of and growing existing account base
• Highly motivated, self-starter with a passion for delivering the best possible customer experience; ability to multitask in a fast-paced environment with an 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
• Incredible relationship management, analytical, and critical-thinking skills
• Self-motivated team player who has 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

Matterport is an equal opportunity employer.