Customer Success Lead

Responsibilities

• Own the end-to-end customer success journey, including onboarding, activation, retention, and advocacy.
• Manage and mentor a growing team of customer success and support professionals.
• Actively participate in the support queue to handle tickets, escalations, and direct customer interactions.
• Analyze customer data and churn signals to surface actionable insights for Product, Engineering, and Marketing teams.
• Build and scale support infrastructure, including playbooks, SLAs, FAQ libraries, and AI-driven support tools.
• Develop referral and advocacy programs to turn satisfied customers into growth drivers.
• Serve as a technical bridge between field data and engineering to resolve hardware and software issues.

Requirements

• 3+ years of experience in customer success or customer experience, preferably in a high-growth startup or consumer hardware/DTC environment.
• Proven ability to build systems and processes while simultaneously managing hands-on customer service.
• Strong analytical skills with experience pulling data, building dashboards, and tracking retention metrics.
• Excellent written and verbal communication skills for both customer interaction and internal cross-functional collaboration.
• Technical curiosity and the ability to understand complex hardware, software, and AI product ecosystems.
• Bachelor's degree is required.

Preferred Qualifications

• Technical or analytical academic background.
• Experience scaling customer programs from thousands to hundreds of thousands of users.
• Experience working with consumer robotics or complex IoT devices.

About the Company

Matic is revolutionizing home robotics to recapture the time lost to household chores. We have developed a floor-cleaning robot that utilizes spatial AI, real-time 3D mapping, and on-device neural networks to provide "full self-driving" capabilities within the home. Our mission is to build intuitive, reliable, and privacy-first products that our customers cherish.