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About Element

Element is the company behind the Matrix protocol, an innovative project revolutionizing global communication with open, secure, and decentralized messaging solutions. Matrix aims to make messaging as universally accessible and open as email, empowering individuals and organizations to choose where their data is hosted, maintain genuinely private conversations, and control their communications.

Element serves major organizations worldwide, including governments of France, Germany, and the UK, as well as international entities like NATO and the UN, helping them implement Matrix securely at scale.

Role Impact and Collaboration

As a Customer Success Manager at Element, you will lead the customer relationship after the sale, ensuring customers gain clear value from the company's products and services. Your success will be measured by customer satisfaction, product adoption, and retention. You will collaborate cross-functionally with the Pre-Sales Team for smooth handovers, Account Managers to support contract renewals and growth, Technical Account Managers and Support to resolve technical challenges, and Product Delivery Teams to influence the product roadmap and oversee custom development projects.

Key Responsibilities

Manage the onboarding process including customer transition from Sales with customized onboarding plans
Conduct training sessions and workshops to facilitate product adoption
Develop expertise in Element’s products to effectively train and support customers
Assist with product provisioning and technical deployment, working alongside Support and Technical Account Managers
Establish and maintain regular communication, building trusted relationship across stakeholders
Gather and relay customer feedback to inform internal teams and product decisions
Serve as a strong customer advocate by escalating and resolving critical issues
Influence product roadmap through insight on customer needs
Support Account Managers with renewals and driving account expansion
Monitor and report on customer outcomes, usage trends, and satisfaction levels

Desired Qualifications and Experience

Exceptional communication and stakeholder relationship skills
Proven background in customer-facing roles, preferably with enterprise or government clients
Fluent professional English proficiency (C1 level or higher)

Preferred Additional Skills

Advanced German language skills (C1+)
Experience in Account Management including renewals and contracts
Understanding of decentralised systems, open source software, VoIP, or end-to-end encryption technologies
Knowledge of mobile platforms such as iOS and Android and mobile device management
Current security clearance (UK, Germany’s SÜ2, or equivalent) is advantageous

Hiring Process

Initial HR screening call (non-technical) lasting up to 30 minutes
First-round interview up to 45 minutes
Assessment or presentation task
Final interview up to 60 minutes

Employee Benefits

Engage in meaningful, mission-driven open source work
Generous 40 days annual leave including local public holidays
Eligibility for company share options
Private healthcare coverage depending on location
Access to Plumm wellbeing platform
Training budget for professional growth
Supportive, family-friendly working environment

Our Values

Commitment to the greater good
Collaborative open working culture
Dedication to excellent customer service
Ambitious with rapid iteration and innovation

Equality, Diversity and Inclusion

Element is firmly committed to providing equal employment opportunities without discrimination based on race, sex, color, religion, age, nationality, marital status, disability, veteran status, genetics, sexual orientation, gender identity, or any other legally protected status.

All personal data will be handled in accordance with Element’s privacy policy.

Customer Success Manager