Note: The job is a remote job and is open to candidates in USA. Matia is at the forefront of the DataOps revolution, building a unified platform that streamlines data management from end-to-end. They are seeking a Customer Success professional to design onboarding processes, manage customer renewals, and translate feedback into actionable insights. The role requires a proactive approach to customer engagement and a strong understanding of customer success metrics.
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
Skills
- 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
Company Overview