Customer Success Lead

About the role Matic is approaching 10,000 customers and scaling fast. We're looking for a Customer Success Lead to own the full 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 coaching your 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. This is a startup. Ownership is high, roles are fluid, and the best ideas win regardless of where they come from. If customers win, the team wins, and if the team wins, each individual wins. You'll be collaborating with Engineering, Product, and Customer Operations to make Matic's customer experience the reason people tell their friends about us. We believe the best customer service is no customer service, a product so intuitive and reliable that customers never need to reach out. The second‑best is just‑in‑time, self‑service help that anticipates questions before they're asked. You'll build both: proactive systems that eliminate friction, and a white‑glove experience for the moments that matter most. What you’ll do: Deliver a Three‑Michelin‑Star Customer Experience Own Customer Success end‑to‑end: onboarding, activation, engagement, retention, loyalty, and advocacy. Every touchpoint, every interaction. Mentor 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. Direct customer conversations are where you learn what's actually happening, what's breaking, and what's delighting. You can't lead what you don't feel firsthand. Because you're personally up close to the customer, you'll see patterns that no dashboard can surface. Bring those 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. What we look for: 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. What we value: Customer obsession. Every interaction, every email, every call, every unboxing, should feel like the customer is the most important person in the world. Because to us, they are. Details, details, details. The difference between good and exceptional lives in the details. You catch what others miss and you care about things other people think don't matter. Ownership and follow‑through. You don't wait to be told. You see the gap, you fill the gap, and you make sure it stays filled. No ball gets dropped. Analytical rigor. You back up intuition with data. You measure what matters, you know what good looks like, and you hold yourself and your team to it. We'd love to hear from you if... You're the kind of person who reads every customer review, the good ones and the bad ones, because you genuinely care about how people experience a product. You love the challenge of diagnosing complex, cross‑functional problems, the ones that span hardware, software, logistics, and human psychology. You've scaled customer programs at a startup and you know the difference between what works at 1,000 customers and what works at 100,000. You get fired up about consumer robotics and the idea of putting an extraordinary product into people's homes. You're excited to do your life's work. #J-18808-Ljbffr