Customer Success Manager
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Customer Success Manager
Our customers are DTC brands whose storefront is their business. When Mtrix works, they see it in revenue — and you are the person who makes sure that happens. You will own a book of brands from onboarding through renewal: getting them live, getting them into the modules they are paying for, and making sure their number this quarter beats last.
This is not ticket triage. It is a consultative role with the product's own data behind every conversation — you will open a customer's actual funnels, replays, and experiment results and talk about what to do next.
- Remote (EU)
- Full-time
What you'll do
- Own onboarding: from signed to live and seeing data they trust, fast.
- Drive adoption across modules — a brand using only analytics is a brand not getting what they paid for.
- Run business reviews grounded in the customer's real numbers, not slideware.
- Own renewals and expansion for your book, and see churn risk coming before it becomes a churn call.
- Be the customer's voice in the roadmap — route what you hear to the people building it, with evidence.
What we're looking for
- 3+ years in customer success or account management at a B2B SaaS company.
- Comfortable in data conversations — you can read a funnel, question a metric, and explain an A/B result.
- You know ecommerce, or can learn it fast: conversion, AOV, sessions, the calendar of a DTC year.
- Excellent written communication — most of your work lands in writing.
- Fluent English.
Nice to have
- Time with DTC or ecommerce customers, or in the Shopify ecosystem.
- Hands-on experience with analytics or experimentation tools.
- Additional European languages.
Department Customer Success
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