Customer Success Manager

Who We Are

Element is a secure, sovereign, and interoperable communications platform for government, defence, and public sector organisations. We're building on the open Matrix protocol-a decentralized standard developed by our team-to help organisations control their communication infrastructure.

The Role

As a Customer Success Manager (CSM) at Element, you'll lead the post-sale customer relationship, ensuring our customers achieve tangible value from our products and services. You'll be measured by customer satisfaction, adoption, and retention, working across functions to help customers meet their business objectives while championing their needs within Element.

You will collaborate closely with:

• Pre-Sales Team (Account Executives and Pre-Sales Engineers) to ensure a smooth handover into the post-sales lifecycle.
• Account Managers to support renewal and account growth.
• Technical Account Managers to resolve technical barriers and drive adoption.
• Product Delivery teams to influence the roadmap and oversee customer-sponsored development projects.

This is a high-impact role at the intersection of product, delivery, and customer engagement.

Responsibilities

• 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 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.

Must-Have

• Excellent communication and stakeholder management skills.
• Proven experience in customer-facing roles, ideally serving enterprise or government clients.
• Professional-level English (C1+).

Nice-to-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).

• Meaningful, mission-driven work in open source.
• 40 days of annual leave (incl. local public holidays).
• Private healthcare (depending on location).
• Share options.
• Flexible hours and remote-first culture.
• Family-friendly environment.
• Annual bonus subject to individual and company performance.

Our Values

• We care about the greater good.
• We work together in the open.
• We are proud of how we serve our customers.
• We are ambitious and iterate rapidly.

Equality, diversity, and inclusion

Element does not discriminate on the basis of race, sex, colour, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

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