Robotics Customer Success Specialist

About the role

Matic is approaching 10,000 customers and scaling fast. We're looking for a Robotics Customer Success Specialist to help with our post-purchase customer journey and take our Customer Success function to world-class. This is a hands-on role. You'll be in the weeds with customers every day: running onboarding, answering tickets, handling escalations, analyzing churn signals, and closely collaborating with the team. You'll also be building the systems, playbooks, and infrastructure that let us deliver a deeply personal experience to every single customer as we grow from ten thousand to a hundred thousand and beyond.

Responsibilities

• Deliver a Three-Michelin-Star Customer Experience
• Help drive Customer Success end-to-end: onboarding, activation, engagement, retention, loyalty, and advocacy. Every touchpoint, every interaction.
• Work alongside a growing team across customer success and support.
• Set the bar, hold the standard, and make sure every customer feels like a million dollars. Be in the queue yourself. Answering tickets isn't just part of the job, it's the most important part.
• Bring insights to Product, Engineering, and Marketing and make sure they lead to action.
• Deepen Customer Relationships and Drive Growth
• Build deep, personal relationships with customers. Understand their evolving needs and proactively drive product adoption and long-term loyalty.
• Track and act on the metrics that matter: retention, NPS, activation rates. Spot signals early and move on them before they become problems.
• Build referral and advocacy programs that turn happy customers into Matic's most powerful growth channel.
• Elevate Support Operations
• Build a high-performing support function with clear SLAs, fast resolution times, and an experience that makes every customer who reaches out feel like they're our only customer.
• Develop deep product knowledge across hardware, software, algorithms, and the Matic app. Know the product inside and out: every component, every edge case, every workaround.
• Analyze customer issue data obsessively. Surface trends, identify root causes, and push fixes upstream so the same issue never hits a second customer.
• Serve as the critical bridge between the engineering team and field data such as hardware and software issues, product performance, and customer feedback.
• Work with Marketing to build onboarding content, FAQ libraries, how-to videos, and a knowledge base that empowers customers to help themselves.
• Develop and deploy AI tools such as skills and agents to improve response times and support quality and build a feedback loop that results in continuous improvement of customer success processes.

Requirements

• 3+ years of experience in customer success or customer experience, ideally at a high-growth startup or consumer hardware/DTC company.
• You've operated in fast-scaling environments where you had to build systems and processes while simultaneously serving customers.
• You're comfortable with speed and ambiguity.
• Strong analytical chops. You're comfortable pulling data, building dashboards, tracking cohort retention curves, and making decisions based on what the numbers say.
• Excellent written and verbal communication. You can write a crisp customer email, coach a junior teammate, and share a retention insight with the engineering team.
• Deep empathy for customers paired with a bias toward action. You don't just feel for the customer. You fix the problem, then fix the system that caused it.
• Technical curiosity. You don't need to be an engineer, but you need to understand how a complex hardware + software + AI product works well enough to troubleshoot, explain, and advocate intelligently.
• Bachelor's degree required. Technical or analytical background preferred.