Community Manager


3 weeks ago

11/22/2019 10:22:31

Job type: Full-time

Category: Customer Support

Mattermost, one of Y Combinator's top 100 companies, provides an open source enterprise-grade messaging platform to the world’s leading organizations that allows teams to collaborate securely and privately anywhere. With over 10,000 server downloads / month our customers include Uber, Samsung, Affirm, The US Department of Defense and more. Our private cloud solutions offer secure, configurable, highly-scalable messaging across web, phone and PC with archiving, search, and deep integrations with hundreds of SaaS and on-premises technologies. Headquartered in Palo Alto, California, our company serves customers around the world with a distributed organization spanning the globe.

We value high impact work, ownership, self-awareness and being focused on customer success. If these values match who you are, we hope you'll learn more about working at Mattermost and come talk to us!

About the company

We believe teams should be able to do their best work without compromising on privacy and security. With data breaches in SaaS services happening more often than ever, our private cloud solutions let organizations keep their data under their control.

Collaboratively developed by over 1,000 contributors, our flagship product is an open source messaging platform used in enterprises all over the world. With customers such as Uber, Intel, and Samsung, the work you do here will impact thousands of organizations every day.

About the Role

We are looking for a Community Manager to join us in growing a thriving community of users and contributors as the “tribe of Mattermost”.
Our ideal candidate is passionate about working with communities, is able to focus on high impact projects with multiple competing priorities, and has a demonstrated history of building open source communities.


  • Grow contributions by creating a clear, compelling and enjoyable contributor journey.
  • Prioritize work that drives improvements on key community KPIs.
  • Empower community to create an ecosystem of high-quality, open-source, community-built integrations and plugins in the marketplace.
  • Participate in other communities and platforms to help foster collaboration and relationships across communities and organizations.
  • Build relationships and alliances within the industry and community, virtually and in-person, to increase reach of the Mattermost brand.
  • Represent Mattermost  as a spokesperson at conferences and events, and within external communities.
  • Run powerful social media, events, and other outward facing efforts that will grow our customer, community, and user base.


  • 5+ years of experience participating in and building communities.
  • Technical background with ability to set up integrations and offer tips and best practices across the community.
  • Facilitation of complex and sensitive community management situations with empathy, authenticity and good judgment.
  • Independent, with ability to manage multiple competing priorities.


  • Experience leading community management programs in open source or otherwise technical in nature.
  • Existing network from a diverse set of communities and social media platforms.
  • Software development capabilities and experience.
  • Public speaking, blogging, and content development.
We're looking for someone who wants to help us build the future of Mattermost and improve the way the world communicates. The right person in this role has the opportunity to have a huge impact on Mattermost the product, and its many users worldwide, but also on our open source community that has been key to Mattermost's success. If this sounds like you - please apply!

Please mention that you come from Remotive when applying for this job.

Help us maintain Remotive! If this link is broken, please just click to report dead link!

similar jobs

  • About Us

    At Close, we're building the sales communication platform of the future. With our roots as the very first sales CRM to include built-in calling, we're leading the industry toward eliminating manual processes and helping companies to close more deals (faster). Since our founding in 2013, we've grown to become a profitable, 100% globally distributed team of 40 high-performing, happy people dedicated to building a product our customers love.

    We are seeking a Customer Support Team Manager that will be instrumental in leading our current support team of 6 people. 

    About You

    You're an experienced manager of customer support teams with a well-developed management philosophy and experience as a successful team leader that can demonstrate both company and employee growth.

    You have over two years of experience in B2B SaaS/startup customer support. You have a proven track record leading the support team of a SaaS business in a similar industry with a strong technical background.

    In your role as Support Manager you’ll be responsible coach and lead the day-to-day operations of the team. Due to the small size of this team, you will also be expected to interact with customers directly and answer our hardest inquiries. 

    You reside in Western Europe and are willing to accommodate the management of team members who range in time zone from Pacific Time to CET. This position requires periodic travel to customer offices and Close company offsites.

    You should have...

    • 2+ years of experience on a customer support team of a B2B SaaS product

    • 1+ years as a manager with remote direct-reports

    • Extensive administrative and agent level experience with Helpscout

    • Ability to read through scripts / have a basic understanding of programming concepts in Python / Ruby / Java 

    • A proven track record of delivering exceptional service to both non-technical business users and deeply technical engineers

    You enjoy ...

    • Interacting with customers over the phone and email

    • Creating well-written and visually pleasing educational content recruiting and managing a small team of customer support executives around the world

    • Debugging complex problems in email, phone, and billing systems

    • Being liaison between product and support -- communicating customer and support team challenges to the product team.

    Bonus points if…you have experience on a sales team or working in a sales-oriented culture

    Why work with us...?

    • 100% remote (we believe in trust and autonomy)

    • 2 x annual team retreats ✈️ (Lisbon Retreat Video)

    • Competitive salary

    • 7 weeks PTO (includes company-wide winter holiday break)

    • 1 month paid sabbatical after 5 years

    • $200/month co-working stipend

    • Paid parental leave (10 wks primary caregiver / 4 wks secondary caregiver)

    • 99% premiums paid for excellent medical and dental coverage, including an HSA option (US residents)

    • 401k matching at 4% (US residents)

    • Dependent care FSA (US residents)

    • Our story and team 🚀

    • Glassdoor Reviews 

    At Close, everyone has a voice. We encourage transparency and practicing a mature approach to the work-place. In general, we don’t have strict policies, we have guidelines. Work/Life harmony is an important part of our organization - we believe you bring your best to work when you practice self care (whatever that looks like for you).

    We come from 12 countries and 14 states; a collection of talented humans rich in diverse backgrounds, lifestyles and cultures. Twice a year we meet up somewhere around the world to spend time with one another. We see these retreats as an opportunity to strengthen the social fiber of our community.

    This team is growing in more ways than one - we’ve recently launched 8 babies (and counting!). Unanimously, our favorite and most impactful value is “Build a house you want to live in.” We strive to make decisions that are authentic for our organization. At Close, we have a high care factor for one another, in making an awesome product and championing the success of our customers.  

    Interested in Close but don't think this role is the best fit for you? View our other positions.

  • About us
    TeamSnap is an award-winning communication and management service for recreational and competitive sports teams, tournaments and organizations. With over 20 million enthusiastic customers in 195 countries, TeamSnap is indispensable for teams, clubs and leagues worldwide.
    We value trust, communication and fun more than big company policies and rules, and we thrive on empowering our people instead of controlling them.

    We are looking for fun people with big ideas and tiny egos who do great work. We hire awesome people, give them the tools to achieve great things and provide strong two-way communication so everyone can grow in their roles and find passion in their work. We strive for long-term, committed employees who feel strong ownership of the company, culture, and product.

    TeamSnap is looking for an experienced customer success leader and strategic thinker with a  passion for creating customer delight. This person’s focus will be leading a new customer success program and team designed to engage, retain and grow our valued customers from day one of the TeamSnap experience. You will partner closely with leadership across sales, product, marketing, finance, and analytics to accelerate and scale the Sports Organization line of business. 
    If you are someone who is able to move fast while using strong judgment and keeping focused on a customer success strategy that will evolve the line of business and the Sports Organization’s position in the industry, then you’re exactly who we’re looking for!

    What you'll be doing:

    • Partner with the Sports Organization General Manager to develop a customer success strategy and performance targets to meet the line of business’s ambitious goals, with specific  focus on retention, lifetime value, product adoption, and customer happiness.
    • Own and manage the entire customer lifecycle and operational processes which includes onboarding, training, business reviews, contact strategies, customer support, advisory councils, and an executive sponsor program.
    • Represent the voice of our customers to inform and align cross-functional priorities, customer segmentation, product roadmap, and strategy planning.
    • Recruit, manage, and grow a team of customer success managers, product specialists and support specialists organized around customer segmentation.
    • Gather, analyze and use data from every customer interaction to proactively create value for both our customers and TeamSnap.
    • Establish TeamSnap as the industry leader for providing the best, differentiated customer experience on the market. Define team operational metrics and performance-based incentive programs.

    Things that are important:

    • BA/BS degree required; MBA preferred.
    • 7+ years of experience in SaaS and/or payment companies leading customer-facing organizations. 
    • Proven expertise in building and growing a customer success team.
    • Experience developing recurring revenue business models, measuring value drivers, and analyzing data for decision making. Strong cross-functional skills, matrix stakeholder skills and the ability to influence across all levels of the organization.
    • Deep empathy for customers AND passion for revenue and growth.
    • Experience creating and managing incentive-based compensation plans.
    • Enthusiastic and creative leader with the ability to inspire and coach others.
    • Excellent communication and presentation skills.
    • Comfort with the pace and ambiguity that comes with working in a fast-paced environment across multiple time zones and remote teams.
    • Experience with youth sports strongly desired.

    Why TeamSnap?

    • Work on a product that people use and love
    • While we’re still relatively small, we’re not a fly-by-night startup; we’re the leader in a massive market
    • We have a proven revenue model, an experienced executive team, solid funding, and a strong strategic plan
    • We have fantastic benefits, and you’ll have a stake in the company
    • If you’re looking for an opportunity to show off the very best of your skills, in an environment of trust, respect and flexibility, this might very well be the best job you’ll ever have. We’re passionate about helping our customers spend less time organizing and more time playing.

    Benefits and Perks:

    • Competitive salary
    • Equity Medical/dental/vision for you and your family
    • Education reimbursement up to $1,500/yr
    • Wellness stipend of $50/mo
    • 401K
    • Free TeamSnap service for your family and friends
    • Free TeamSnap swag
    • Flexible PTO and vacation policy
    • We offer competitive salary and benefits, lots of opportunity to develop professionally, and the ability to demonstrate what you can achieve.TeamSnap is still small enough that your actions will help drive our success.
    Diversity and Inclusion
    TeamSnap is a company built around trust, kindness and collaboration, where diverse backgrounds, experiences and viewpoints are celebrated and valued. This is a place where everybody belongs.
  • Yesterday

    Job Purpose

    The Customer Success Manager is a highly visible role, responsible for implementations and the ongoing management of enterprise customer accounts. The CSM will ensure that customers experience the full value and potential of their relationship with healthfinch.

    Duties and Responsibilities

    • Support sales staff during the sales cycle by offering clinical and workflow expertise in virtual or  in-person meetings

    • Own customer onboarding, ongoing support, optimization and expansions

    • Partner with sales team on account management and upsells of assigned customers

    • Configure healthfinch systems to customer specifications and advise on best practices

    • Drives long-term partnerships with clients based on trust and respect that promote retention and loyalty

    • Develop a deep understanding the healthcare ecosystem, our clients’ initiatives, and our products

    • Manage and meet project deadlines by collaborating and communicating with clients and our internal staff

    • Understand each customers unique needs to guide them in extracting the full value of healthfinch products and expertise

    • Proactively assist and advise customers in improving their processes

    • Build positive image of the company with each customer contact

    • Leverage reports to lead data driven conversations with customers and internal stakeholders

    • Be the voice of the customer in internal meetings and projects

    • Ability to manage without direct authority

    • Travel to client sites as needed and be able to be on our call/support roster during non-business hours


    • 2+ years experience in healthcare industry including health system structure, regulatory and industry changes, and EMR

    • 2+ years experience in project management ideally in the healthcare industry

    • Quick learner of new technologies, tools, and products

    • Working knowledge of electronic medical record systems

    • High emotional intelligence

    • Ability to empathize with each customers needs

    • Proactive and persuasive in nature

    • Outgoing with the ability to easily connect and communicate with different personalities and communication styles, and ability to display confidence while speaking with C-suite executives and  fostering engagement with staff

    • Organized and able to prioritize multiple projects and customers

    • Clinical experience is a plus (If you are an RN or MA who is interested in the business side of healthcare, great)

    • Strong written skills as well as confident presentation and verbal communication style

    • Must be located in the United States. 

    • Travel: Up to 50

    We welcome people of different levels of experience and backgrounds. We know that people can come by the skills and talents we’re looking for in many different ways, so if you’re interested, let’s talk! We’d like to hear your story. healthfinch is also committed to creating spectacular culture, along with phenomenal benefits. All full time employees are entitled to paid maternity/paternity leave, unlimited vacation and the ability to work anywhere in the United States.

Remotive can help!

Not sure how to apply properly to this job? Watch our live webinar « 3 Mistakes to Avoid When Looking For A Remote Startup Job (And What To Do Instead) ».

Interested to chat with Remote workers? Join our community!