Senior Customer Success Manager, Matterport

Senior Customer Success Manager, Matterport

CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world's real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.

We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our customers. We've continually refined, transformed, and perfected our approach to our business, creating a language that has become standard in our industry, for our customers, and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.

About Matterport

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 170 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.

About the Role

Matterport is seeking a dynamic Customer Success Manager to lead the charge in delivering exceptional onboarding, adoption, and support for our enterprise clients. The ideal candidate exudes a positive, can-do attitude, coupled with a friendly demeanor and robust problem-solving skills. We're looking for someone who thrives on challenges, possesses a proactive mindset towards product adoption, and is laser-focused on driving revenue growth within client accounts. If you're driven, personable, and have a knack for strategic planning, we want you to join our team and help shape the success of our valued customers at Matterport.

This position is located in Arlington, VA or Richmond, VA and is in office Monday through Friday.

Responsibilities

• Take ownership of assigned accounts' performance. Collaborate with customers and cross-functional internal teams to exceed account growth and retention targets
• Develop a quarterly business plan and renewals strategy for assigned accounts and report to leadership teams
• Aggressively drive customer adoption and expansion by leveraging strong relationship-building, business context, behavioral and workflow integration strategies, complex stakeholder management strategies, and general account growth planning and execution
• Identify and drive growth opportunities by facilitating business conversations, delivering product demonstrations, and navigating objections in securing the business
• Work closely with Onboarding, Support, Sales and Product team members to collaborate on the design and delivery of a world-class customer experience
• Understand our customers: decipher the cultural, business, and tactical needs that brought them to Matterport and align our engagement to delivering value against those needs
• 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

Basic Qualifications

• 5+ years of direct experience in Customer Success, Account Management, or equivalent history of increasing customer satisfaction, adoption, retention, and revenue growth
• Bachelor's degree required from an accredited, not-for-profit University or College.
• A track record of commitment to prior employers.
• Proven aptitude for managing complexity in workload with multiple stakeholder priorities
• Highly motivated, self-starter with a passion for delivering the best possible customer experience; ability to multitask in a fast-paced environment with exceptional attention to detail
• 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
• Experience in providing customer training and sales presentations
• Incredible relationship management, analytical, and critical-thinking skills
• Self-motivated team player with 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

When you join CoStar Group, you'll experience a collaborative and innovative culture working alongside the best and brightest to empower our people and customers to succeed. We offer you generous compensation and performance-based incentives. CoStar Group also invests in your professional and academic growth with internal training, and tuition reimbursement.

Our benefits package includes (but is not limited to):

• Comprehensive healthcare coverage: Medical / Vision / Dental / Prescription Drug
• Life, legal, and supplementary insurance
• Virtual and in person mental health counseling services for individuals and family
• Commuter and parking benefits
• 401(K) retirement plan with matching contributions
• Employee stock purchase plan
• Paid time off
• Tuition reimbursement
• On-site fitness center and/or reimbursed fitness center membership costs (location dependent)
• Access to CoStar Group's Diversity, Equity, & Inclusion Employee Resource Groups
• Complimentary gourmet coffee, tea, hot chocolate, fresh fruit, and other healthy snacks

We welcome all qualified candidates who are currently eligible to work full-time in the United States to apply. However, please note that CoStar Group is not able to provide visa sponsorship for this position.

CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing