matia - Customer Success
Requirements
• 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 • Bonus: background at a DataOps, ETL, observability, or data platform company • 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
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
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