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

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

Matia

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