Customer Success Manager

Customer Success Manager

Element is a secure, sovereign, and interoperable communications platform for government, defence, and public sector organisations. We're building on the open Matrix protocola decentralized standard developed by our teamto help organisations control their communication infrastructure.

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 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.

Responsibilities include :