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.

- 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.