Element, the team behind the Matrix protocol, is seeking a Customer Success Manager (CSM) to lead post-sale relationships and ensure customers realize value from our open, secure, decentralised messaging platform. You will collaborate with Pre-Sales, Account Managers, Technical Account Managers, Support, and Product Delivery to drive adoption, manage onboarding, and influence the product roadmap. Responsibilities include owning the onboarding journey, delivering training sessions, enabling successful technical rollouts, maintaining regular customer contact, capturing feedback, acting as a customer advocate, supporting renewals, and reporting on customer outcomes and satisfaction. Ideal candidates will have excellent communication and stakeholder management skills, with proven experience in customer-facing roles serving enterprise or government clients, and professional-level English (C1+). Bonus points for German (C1+), renewal/contract experience, familiarity with decentralised/open-source software, VoIP, or end-to-end encryption, knowledge of mobile platforms, and security clearance (UK or equivalent). This remote-friendly role supports Element’s mission to help governments and international institutions leverage Matrix at scale.

Element, the team behind the Matrix protocol, is seeking a Customer Success Manager (CSM) to lead post-sale relationships and ensure customers realize value from our open, secure, decentralised messaging platform. You will collaborate with Pre-Sales, Account Managers, Technical Account Managers, Support, and Product Delivery to drive adoption, manage onboarding, and influence the product roadmap. Responsibilities include owning the onboarding journey, delivering training sessions, enabling successful technical rollouts, maintaining regular customer contact, capturing feedback, acting as a customer advocate, supporting renewals, and reporting on customer outcomes and satisfaction. Ideal candidates will have excellent communication and stakeholder management skills, with proven experience in customer-facing roles serving enterprise or government clients, and professional-level English (C1+). Bonus points for German (C1+), renewal/contract experience, familiarity with decentralised/open-source software, VoIP, or end-to-end encryption, knowledge of mobile platforms, and security clearance (UK or equivalent). This remote-friendly role supports Element’s mission to help governments and international institutions leverage Matrix at scale.