At a Glance
- Tasks: Lead customer relationships and ensure they get the most value from our products.
- Company: Element, a pioneering company redefining secure messaging.
- Benefits: 40 days annual leave, private healthcare, and a training budget.
- Other info: Join a mission-driven team that values equality and diversity.
- Why this job: Make a real impact in open-source communication while helping major organisations.
- Qualifications: Strong communication skills and experience in customer-facing roles.
The predicted salary is between 60000 - 75000 £ per year.
Description
About Element.
Element was founded by the team behind the Matrix protocol, a groundbreaking project redefining how the world communicates through open, secure and decentralised messaging.
The mission behind Matrix is simple but powerful: make messaging as open and accessible as email.
That means giving people and organisations the freedom to choose where their data is hosted, enjoy truly private conversations, and stay in control of their communications.
Today, Element helps major organisations run Matrix securely at scale, from the French, German and British governments to international institutions like NATO and the UN.
The impact you will make.
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 and the
Support Team 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.
What you will be doing.
- 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
What We're Looking For.
- 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, Vo IP, or end-to-end encryption.
- Knowledge of mobile platforms (i OS, Android) and mobile device management.
- Existing security clearance (UK, SÜ2 in Germany, or equivalent).
Benefits
Our Hiring Process.
- HR screening call (non technical) - Up to 30 min
- First stage interview - Up to 45 min
- Assessment/Test/Presentation
- Last stage interview - Up to 60 min
What we offer.
- 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
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.
Your personal data will be processed in accordance with our privacy policy .
Customer Success Manager employer: Element
Element is an exceptional employer, offering a meaningful and mission-driven work environment focused on open-source communication solutions. With a commitment to employee well-being, the company provides generous benefits such as 40 days of annual leave, private healthcare, and a family-friendly culture that fosters growth and collaboration. As a Customer Success Manager, you'll have the opportunity to make a significant impact while working alongside major organisations, ensuring customer satisfaction and driving product adoption in a supportive and inclusive atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Element. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Element before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Element:Your cover letter is your chance to shine! Tell us why you want to work at Element specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Element!
How to prepare for a job interview at Element
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
