Enterprise User Engagement Customer Success Specialist

Summary

MathWorks has a hybrid work model that enables staff members to split their time between office and home. The hybrid model provides the advantage of having both in-person time with colleagues and flexible at-home life optimizations. Learn More: https://www.mathworks.com/company/jobs/resources/applying-and-interviewing.html#onboarding.

As an Enterprise User Engagement Customer Success Specialist (CSS), you will be an integral member of the Enterprise account team, partnering directly with a portfolio of large, strategically important organizations. Your focus will be to ensure customers achieve meaningful outcomes from their Enterprise License by deepening their adoption of MathWorks products and services and maximizing long‑term value.

In this role, you will drive user engagement across accounts and departments by helping end users onboard effectively, discover new capabilities and build sustainable usage through targeted communications, events, and personalized follow‑up. You will guide customers’ progress along their adoption journey and help strengthen long‑term relationships.

MathWorks nurtures growth, appreciates inclusivity, encourages initiative, values teamwork, shares success, and rewards excellence.

Responsibilities

• Identify and onboard new users to increase awareness of the Enterprise License and promote effective use of MathWorks tools and training.
• Proactively prospect within accounts to uncover opportunities for expanding product usage and training adoption. Engage and qualify existing contacts to identify additional needs and coordinate follow‑up with Account Managers.
• Design and execute private customer events in collaboration with the account team, ensuring they are well‑planned, promoted, and aligned with customer goals.
• Develop tailored customer communications that support user engagement, reinforce key messages, and help guide users along their adoption journey.
• Execute targeted follow‑up activities with users—such as training recommendations, and personalized guidance—based on customer workflows and needs.
• Maintain accurate customer and activity data in Salesforce ensuring visibility for cross‑functional teams and supporting coordinated enterprise account strategies.
• Measure the effectiveness of user engagement activities, analyze outcomes, and identify opportunities to improve processes, messaging, and customer impact.
  
  

Minimum Qualifications

• A bachelor's degree and 6 years of professional work experience (or a master's degree and 3 years of professional work experience, or a PhD degree, or equivalent experience) is required.
• Visa sponsorship will not be provided for this position.
• Candidates for this position must be authorized to work in the United States on a full-time basis for any employer without restriction.
  
  

Additional Qualifications

• Customer-facing experience, including prospecting and targeted outreach to users.
• Persuasive verbal and written communication skills with excellent telephone skills and a high level of attention to detail.
• Strong time management and prioritization skills.
• Ability to work well both independently and collaboratively within cross‑functional account teams.
• Ability to analyze data and feedback.
• Proficiency in customer relationship management systems.
• Experience working in a B2B, high-tech environment is a plus.
• Familiarity with MathWorks products and tools is a plus.