Customer Success Manager, Automattic
$90-130k
Salary ranges are global, regardless of location, and we pay in local currency.
More information about location
Making the web a better place
Job no longer available
Making the web a better place
1001+ employees
Job no longer available
$90-130k
Salary ranges are global, regardless of location, and we pay in local currency.
More information about location
1001+ employees
Company mission
To democratize publishing and commerce so that anyone with a story can tell it, and anyone with a product can sell it, regardless of income, gender, politics, language, or where they live in the world.
Role
Who you are
- Our team is looking for exceptional Customer Success Managers to help lead our largest customers to ongoing success in their journey with WooCommerce
- It’s all in the name: You’re obsessed with Customers and their Success
- You’re always thinking about aligning Automattic to support the customer journey and adding value to every interaction
- You can draw upon the internal organization to support your and the customer’s needs
- You have experience working with partners, products, engineering, support, and sales
- You’re stoked to measure your success by customer retention, expansion, product adoption, and satisfaction
- Preference for U.S. East Coast or UK-based candidates. Other time zones are also welcome
- Extensive experience in a Customer Success or Account Management related role, with demonstrable experience in account planning
- An excellent understanding of WordPress, Woo, and technology systems and how they interoperate across online payments, software development, APIs, and e-commerce
- Enjoy leading business, sales and technical conversations with external audiences. Very comfortable communicating and presenting to C-level executives
- Strong analytical skills and the ability to quantify customer value, success, and health
- Proactive and growth mindset with a focus on problem-solving and customer satisfaction
- Exceptional executive-level written and verbal communication
- Helps to have experience using tools such as Salesforce, Outreach.io, Chilipiper, ZoomInfo, and blogs
- Excitement to join a globally distributed team. Familiarity with distributed work is welcome
What the job involves
- You’ll be part of the innovative, impactful Woo Customer Success team and have a direct impact on Automattic’s revenue and Woo customer retention
- The role is a unique combination of e-commerce strategy and tactics and advocating for the adoption of services that help both users and Automattic grow
- Persistently and creatively get in contact with Woo stores to form ongoing relationships. Build a network of champions across the customer’s organization - technical, product owner, sponsor, and others
- Strong understanding of how eCommerce businesses grow from launching to customer acquisition; to optimizing, and to expansion. Understand what are the product features and eCommerce tactics important at each of these phases
- Be the trusted advisor to customers and align our products and services to support their strategic goals. Support customers throughout their lifecycle from onboarding to incremental growth and store optimization
- Maintain ongoing relationships with top customers, with ongoing touchpoints and value added to their relationship with Woo
- Respond to customer inquiries and troubleshoot issues related to WooCommerce functionality
- Represent Automattic and WooCommerce and build awareness of our products and services in the customer’s organization. Understand Automattic’s products and services and how and when to position them. Proactively identify opportunities to upsell or cross-sell additional services or features
- Contribute to team revenue objectives through retention and sell/upsell efforts (primary focus on WooPayments and WooEnterprise)
- Build account plans and custom collateral or materials to ensure a successful land and expand strategy
- Build a comprehensive profile of the customer's health. Make tailored recommendations for improving their store’s traffic, performance and conversion, and assist in the implementation of these strategies
- Represent and champion the customer internally. Actively share insights and be the voice of the customer to the rest of the org
Our take
At a time when companies like Facebook, Apple, and Google were turning into monopolistic market leaders, Automattic was building its open-source infrastructure on a distributed, volunteer-run workforce. Since its launch in 2005, the company has continued to evolve and expand as it built its new web empire.
Automattic is the company behind WordPress (which powers roughly 42% of all websites), Jetpack, Tumblr, Simplenote, WooCommerce (which is believed to run more than a quarter of all online storefronts), Longreads, Crowdsignal, Atavist, Day One, and more.
The company’s “Five for the Future” initiative allocates 5% of its resources to further the development of WordPress, and many other companies that utilize Automattic’s communities follow some version of the initiative, contributing back code and time to support the community. Still spinning out new projects such as an anti-spam filter and online identity safeguards, the unicorn company is a powerhouse that is well set to continue its path to long-lasting growth.
Freddie
Company Specialist
Insights
Few candidates hear
back within 2 weeks
Company
Funding (last 2 of 5 rounds)
Feb 2021
$288m
LATE VC
Sep 2019
$300m
SERIES D
Total funding: $778.6m
Company benefits
- Flexible Working Hours
- Work from Home Options
- Co-Working Space Stipend
- Home Office Stipend
- Mental Health Apps
- Three Months Sabbatical Every Five Years
Company values
- We are Passionate Advocates for our Customers
- Effective Communication
- Collaborative Problem Solving
Company HQ
Bernal Heights, San Francisco, CA
Articles
Leadership
Matt Mullenweg
(CEO)Former President at Automattic. Current Lead Developer at WordPress, and Board Member at the New Museum of Contemporary Art and ecoAmerica. Former Board Member at Grist, and GitLab Inc. Previous Senior Product Manager at CNET Networks.
People progressing
Design Director/UX Ninja Jetpack. Strategic UX/Product Design leader with over 19 years of experience in Product Design, User Experience & User Research methodologies & Product Management.
Head of Communications. Writer, editor, communicator, producer. Their first WordPress site was a self-hosted tech blog called effinnerds.com that she built in 2008. Speaks English, Khmer, and Spanish.
Diversity & Inclusion at Automattic
- We are committed to Diversity, Equity, and Inclusion: https://automattic.com/diversity-and-inclusion/ A diverse, equitable, and inclusive workplace comprises people of many identities and abilities. It invites community members to share their opinions and ideas, which it then uses to improve the company. It celebrates employees’ various cultures and heritages; it plans team- and company-wide meetups that are accessible to all; it invites people to effect change within the company; it provides an array of tools and methods to help its employees become experts in their positions; and it encourages individualized successes, which benefit the company at large. Automattic is a Most Loved Company (https://mostlovedworkplace.com/companies/automattic-inc/) and Disability Confident Committed (https://disabilityconfident.campaign.gov.uk/).
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