Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Create and implement onboarding processes for each new customer, ensuring they are operational, connected, and realizing value within the first 30 days.

• Manage renewals for the entire customer portfolio, proactively identifying risks before customers express concerns.

• Monitor usage indicators to identify opportunities for expansion and collaborate with the sales team to capitalize on them.

• Develop processes and conduct quarterly business reviews (QBRs) and health check routines that align Matia with customer success outcomes.

• Convert customer feedback into concrete, actionable product insights, identifying trends across accounts rather than addressing isolated requests.

• Establish the Customer Success framework, including health scores, success metrics, escalation procedures, and the sales handoff process.

• Implement necessary tools and thoroughly document processes to ensure scalability of this role.

• Foster relationships with our top customers and collaborate with marketing and sales to create content and share success stories.

⛳️ Requirements

• 3-6 years of experience in B2B SaaS Customer Success with a proven track record of managing a portfolio of clients.

• Experience in early-stage startups: You excel in environments from Seed to Series A, and you are comfortable navigating ambiguity and change.

• Background working with Mid-Market and Enterprise clients, designing customer journeys that reflect their experiences.

• Technically proficient - you have experience engaging with technical stakeholders and can communicate effectively with them; engineering expertise is not required.

• Possess a builder mindset, able to navigate uncertainty and identify as well as address gaps.

• Strong and confident communicator who quickly earns the trust of customers.

• Bonus: Experience in DataOps, ETL, observability, or data platform companies.

🏝️ Benefits

• Equal opportunity employer.

• Flexible work arrangements.