Customer Success

Key Responsibilities

• Design and run onboarding for every new customer, getting them live, connected, and seeing value within 30 days
• Own renewals across the full book, identify risk proactively before the customer tells you
• Track usage signals to spot expansion opportunities and work with sales to act on them
• Build process & Run QBRs and health check cadences that keep Matia tied to customer outcomes
• Translate customer feedback into specific, actionable product input, patterns across accounts, not just one-off requests
• Define the CS foundation: health scores, success metrics, escalation paths, and sales handoff process
• Set up the tooling and document everything so this role can scale
• Elevate our best customers and pass off to marketing and sales to develop content and capture stories

What We're Looking For

• 3-6 years in B2B SaaS Customer Success with a track record of owning a book of business
• Early stage startup experience: You thrive in early-stage startup environments (Seed – Series A), comfortable with ambiguity and change
• Experience with Mid-Market and Enterprise customers and building customers journeys that mirror their experiences
• Technically fluent - you have worked with technical personas before and understand how to speak to them; you don’t need to be an engineer
• Builder mindset, comfortable with ambiguity, you identify gaps and fill them
• Clear, confident communicator who earns customer trust quickly

Nice to haves

• Data fluent, you understand how pipelines work, what ETL means, and why an observability failure matters; you can hold a credible conversation with a data engineer without writing SQL
• Experience as an account manager or in a sales role
• Solid understanding of customer success ops and what’s needed