Matillion
Denver, CO
Remote

Director, Success Management at Matillion

| Greater Denver Area | Remote
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Matillion is data transformation for cloud data warehouses. In addition to award-winning, highly rated products, we are proud to have highly rated employee reviews on Glassdoor.

Matillion is dual-headquartered in Manchester, UK and Denver, Colorado and we are expanding teams globally across all functions.

As a company, our core values drive our processes. We have a bias for action, we innovate and demand quality, we work with integrity, we are confident without arrogance, customer obsessed and care about our people and our communities. We are looking for people to join Matillion who share our integrity, drive and passion.

We are now looking to add a Director of Success Management to #TeamGreen ideally based in Denver but we are also happy to consider remote applications from across the US.

This is a great chance to join a rapidly scaling team within Matillion.

The Director of Success Management leads Matillion’s world-wide success management organization and team of CSMs/TSMs, driving maximum adoption, retention and expansion of Matillion’s customers by delivering a best in class experience to Matillion’s customers. Partnering closely with the Director of Technical Customer Support, this role is responsible for the proactive aspects of customer engagement including onboarding and ongoing customer engagement at key points throughout their journey with Matillion.

What you will be doing

Functional Leadership

  • Establishing and maintaining the quality and direction of the global Success Management team, positioning the organization to address the needs of a growing enterprise customer base 
  • Hiring additional team members as the organization grows in 2021 and beyond
  • Maintaining and continuing to develop a team of highly capable and technically talented problem solvers who collaborate seamlessly with other functional groups across Matillion
  • Building a career framework for the success management organization that enhances the team’s focus on professional development 
  • Driving excellence in success management leveraging data, metrics and open feedback to make operational and strategic decisions; ultimately owning the overall KPIs for the department
  • Reporting on key success management metrics, business impact, and customer impact of the success management process, driving a culture of continuous improvement and customer delight

Internal Partnering

  • Building a unified customer value stream across Matillion by nurturing key partnerships with:
  • Customer Support, Professional Services and Operations teams inside Customer Success to drive continuous improvement of a unified customer success solution for Matillion’s entire customer base
  • Product Marketing and Product Management to ensure effective, ongoing enablement of the global success management team
  • Sales, Marketing, Product and Engineering organizations to optimize the customer journey for Matillion customers
  • Alliances to mature Matillion’s partner success motion

Customer Success Management

  • Owning the overall success management process, driving adoption, retention and expansion of Matillion’s customers via delivery of an optimal customer experience
  • Implementing systems and processes designed to enable scale and success management excellence for all customer tiers 
  • Developing global programs and offerings focused on continuous improvement of Matillion’s success management solution
  • Consistently gathering the collective wisdom of the organization to improve Matillion’s success management solution
  • Continuing to build out both the direct and partner success management motions to optimize coverage, reach and impact
  • Helping define the intersection of Matillion’s customer success and community strategies
  • Acting as a senior success management team member and player coach for key customers

What we are looking for - Essential Skills

  • 5+ years leading a success management team of CSMs/TSMs
  • 10+ years experience managing enterprise customer relationships in a customer success, technical support, business operations, or other support delivery based organizations
  • Experience managing international teamsExperience leveraging customer relationship management technologies including SFDC and/or Gainsight to drive an optimal customer experience
  • Familiarity with data integration and transformation use cases
  • Working understanding of SaaS/PaaS/IaaS architectures, application, use and management
  • Good understanding of the full software development lifecycle, including agile development
  • Working knowledge of cloud data landscape - ETL, data governance, data warehousing, BI/AI
  • Familiarity with database technology, especially Cloud Data Warehouses (such as Snowflake, Amazon Redshift, Google BigQuery, or Azure Synapse Analytics, Databricks) 
  • Travel- 15-20% (post-Covid)

Personal Capabilities Required, e.g. skills, attitude, strengths

  • Strong leadership abilities and a management philosophy of being an enabler of high performance across the team versus “the boss”
  • An intersection of technical skill and first class customer communication skills
  • Collaborative working style and a cross-functional orientation, with strong ability to build relationships with other leaders and teams
  • Creative problem solving skills and a mentality of “art of the possible”
  • Forward thinking with a proactive mindset towards continuous improvement 
  • Oriented towards measurable results, with the ability to advocate for both customers and internal teams, always striving for mutually-beneficial solutions 
  • Ability to thrive in an Agile environment

Find out more about Matillion and our core company values.

Our Benefits
- A truly flexible working culture
- Company Equity
- 15 days PTO that increases to 25 after 12 months service
- 5 days paid volunteering leave
- Health insurance
- Life insurance
- 401K
- Career development with access to a Udemy account
& much more!

We are keen to hear from prospective employees, so please apply and a member of our Talent Acquisition team will be in touch.
Alternatively, if you are interested in Matillion but don't see a suitable role, please email [email protected]

Matillion is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all of our team. Matillion prohibits discrimination and harassment of any type, Matillion does not discriminate on the basis of race, colour, religion, age, sex, national origin, disability status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by law.

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Where we are

Our company is in a great area with plenty of bars and restaurants. Plus, the office is easy to get to with various train and bus stops being close by

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • SpringFrameworks
    • CassandraDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen
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What are Matillion Perks + Benefits

Matillion Benefits Overview

At Matillion, we care about our people and our communities. We invest in our employees by rewarding all
permanent Matillioners in both the UK and the US with a whole host of rewards and benefits. When we say
our team is our most important asset, we mean it. Our benefits include company equity, flexible working, generous leave, volunteering days, private healthcare, 401K to name but a few.

Culture
Volunteer in local community
We offer 5 days volunteer leave per year for each team member.
Partners with Nonprofits
Matillion partners with Brent's Place in Denver and Wood Street Mission in Manchester.
Friends outside of work
Eat lunch together
Intracompany committees
We have recently launched a new initiative called Matillion Together, where a group of Matillioners come together and focus on diversity and inclusion strategies.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
We have invested this year significantly into our talent acquisition efforts and having established Matillion Together, we use MindGym which is a UK external company for our training.
Hiring Practices that Promote Diversity
We have made a conscious effort this year to partner with external organisations and recruitment agencies that focus on getting Women into Tech including into our Engineering and Sales teams.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
FSA contributions are directly deducted from your payroll. This is used for pre-tax dollars to pay for out-of-pocket healthcare.
Disability Insurance
Dental Benefits
Matillion pays 100% of our team members health insurance and 80% of their family members
Vision Benefits
Matillion pays 100% of our team members health insurance and 80% of their family members
Health Insurance Benefits
Matillion pays 100% of our team members health insurance and 80% of their family members
Life Insurance
Life insurance is equal to 4 times an employee's annual base salary.
Wellness Programs
Everyone at Matillion get's access to HeadSpace and has their own personal account.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Employee Stock Purchase Plan
Every permanent team member is granted share options when they start. There are different levels across the company and you will be given a set percent depending on your role.
Child Care & Parental Leave Benefits
Generous Parental Leave
Matillion provides 12 weeks full pay for the primary caretaker and 4 weeks full pay for the secondary caretaker. There is additional options for extended unpaid leave too.
Flexible Work Schedule
Remote Work Program
Our remote work program includes work from home Full-time remote for specific positions with more and more roles becoming fully remote. We offer at least 2 days a week from home outside of Covid times
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of unpaid family medical leave.
Adoption Assistance
Matillion provides 12 weeks full pay for the primary caretaker and 4 weeks full pay for the secondary caretaker. There is additional options for extended unpaid leave too.
Restricted work hours
Vacation & Time Off Benefits
Generous PTO
We offer 15 days PTO at Matillion and after 12 months of service, this increases to 25 days.
Paid Volunteer Time
Our employees receive 5 days per year of paid volunteer time.
Sabbatical
Eligible employees get 4 weeks of paid sabbatical after their first 5 years of working at the company. You can also take an additional 4 weeks unpaid at this time too.
Paid Holidays
Paid Sick Days
Matillion offers a standard sick leave and additional sick leave; - Standard - up to 40 hours per year - Additional - after 3 months of service, you will be given 3 weeks
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Matillion hosts an annual Super All Hands event where everyone's travel, expenses and hotels is paid to attend.
Stocked Kitchen
Some Meals Provided
Parking
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Matillion offers team members professional development opportunities like Onsite training courses alongside a UDEMY license. The ability to attend job related conferences and seminars is available.
Diversity Program
Lunch and learns
Various departments and teams host lunch and learn meetings at different times of the month.
Promote from within
Time allotted for learning
Matillion has 'DEAL' (drop everything and learn) Wednesday once per month alongside a Hack Day on the last Friday of every month where the team are encouraged to set aside time for their own learning.
Online course subscriptions available
Paid industry certifications
Matillion allows team members to complete certain certifications and if passed first time, can be reimbursed.

An Insider's view of Matillion

How would you describe the company’s work-life balance?

At Matillion, we work really hard. It's not easy building a high growth tech business but we're encouraged to work flexibly to incorporate exercise, walks, anything we need to our days. You can flex your schedule to fit what's going on in your life and it's so nice you can do it when needed.

Nicola

Talent Acquisition Business Partner

What's the biggest problem your team is solving?

We are focused on helping customers derive more value from their data.
The most data-driven companies in the world are turning to our cloud data warehouse partners to work with more of their data than ever before, but they need an intuitive way to get their data into the right format - this is where our team comes in.

Joe Yesunas

Director, Commercial Sales

How has your career grown since starting at the company?

I joined Matillion as an SDR soon after graduating and have grown exponentially over the past 2.5 years. Not only have I been promoted twice since starting, but I've been given the opportunity to take on responsibilities beyond the traditional scope of my roles to help hone my leadership skills and cross-departmental understanding of business.

Dan

Commercial Account Executive

How do your team's ideas influence the company's direction?

We believe across Matillion that the best ideas come from our team. We have regular ideation sessions, open forums and a platform to share ideas and feedback. Some great initiatives have come out of this.Our Better Together charity and well-being event was a huge success, as was the creation of a DEI team run by volunteers from across Matillion.

Vicki

VP People Ops

What makes someone successful on your team?

A successful Matillioner cares about the team and their colleagues, first and foremost. They show empathy and pitch in to help when it's needed, even if it is not their role. In addition, the most successful people at Matillion can both think AND do. They think in terms of the "art of the possible" and at the same time create and execute short-term

Sonya

Senior Director, Demand Generation

Jobs at Matillion
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Matillion is data transformation for cloud data warehouses. In addition to award-winning, highly rated products, we are proud to have highly rated employee reviews on Glassdoor. Matillion is dual-headquartered in Manchester, UK and Denver, Colorado and we are expanding teams globally across all functions. As a company, our core values drive our processes. We have a bias for action, we innovate and demand quality, we work with integrity, we are

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Matillion is data transformation for cloud data warehouses. In addition to award-winning, highly rated products, we are proud to have highly rated employee reviews on Glassdoor. Matillion is dual-headquartered in Manchester, UK and Denver, Colorado and we are expanding teams globally across all functions. As a company, our core values drive our processes. We have a bias for action, we innovate and demand quality, we work with integrity, we are

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Matillion is data transformation for cloud data warehouses. In addition to award-winning, highly rated products, we are proud to have highly rated employee reviews on Glassdoor. Matillion is dual-headquartered in Manchester, UK and Denver, Colorado and we are expanding teams globally across all functions. As a company, our core values drive our processes. We have a bias for action, we innovate and demand quality, we work with integrity, we are

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Matillion is data transformation for cloud data warehouses. In addition to award-winning, highly rated products, we are proud to have highly rated employee reviews on Glassdoor. Matillion is dual-headquartered in Manchester, UK and Denver, Colorado and we are expanding teams globally across all functions. As a company, our core values drive our processes. We have a bias for action, we innovate and demand quality, we work with integrity, we are

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Matillion Technical Success Managers are trusted partners to our customers, responsible for driving adoption and optimized use of the Matillion platform in service of customer outcomes. TSMs act as the technical subject matter expert and counterpoint between Matillion and the customer’s data engineers and leaders throughout the customer’s lifecycle. TSMs are responsible for rapidly understanding customer needs from a product SME, business, and technical requirements perspective to drive adoption and ultimately contribute to maximizing customer net dollar retention.

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