Customer Success
Remote · Miami, Florida, United States
Job Summary
Customer Success role focusing on onboarding new customers, owning renewals, driving expansion opportunities, and shaping the CS foundation for a B2B SaaS data platform. Responsibilities include designing onboarding programs, managing renewals across the book of business, tracking usage signals and coordinating with sales for expansions, running quarterly business reviews and health checks, translating customer feedback into product input, defining health scores and escalation paths, setting up scalable tooling, and partnering with marketing and sales to develop customer stories. The role values technical fluency with non-engineering stakeholders, the ability to operate in early-stage startup environments, and a builder mindset to identify gaps and drive customer outcomes. Skills in onboarding, renewals management, customer journey mapping, cross-functional collaboration (sales, marketing), data platform concepts (ETL, observability), and strong communication are key. The posting notes that the candidate must be legally authorized to work in the United States without sponsorship, and Matia is an equal opportunity employer.
Required Qualifications
- 3-6 years in B2B SaaS Customer Success with a track record of owning a book of business
- Experience with Early stage startup environments (Seed – Series A), comfortable with ambiguity and change
- Experience with Mid-Market and Enterprise customers and building customer journeys that mirror their experiences
- Technically fluent - you have worked with technical personas before and understand how to speak to them (engineering not required)
- 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
- Nice to have: Data fluency, understanding of pipelines, ETL meaning, ability to converse with a data engineer without SQL
- Experience as an account manager or in a sales role
- Solid understanding of customer success ops and what’s needed
Additional Requirements
- Must be legally authorized to work in the United States without company sponsorship now or in the future
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