Customer Success Lead



Customer Service, Sales & Business Development
Mountain View, CA, USA
Posted on Tuesday, April 9, 2024

About us:

We’re a Series A company building intelligent, endearing robots for consumer use at home. The home autonomy space has been dramatically overlooked when it comes to robotics. While the last decade has seen an influx of companies promising self-driving cars and intelligent humanoids, none are delivering these solutions reliably or affordably. Meanwhile, regular people are still stuck spending dozens of hours per week on repetitive household chores.

At Matic, we're leveraging advanced technology to address this problem. We've started by reimagining what autonomous floor cleaning robots can achieve using AI and computer vision with our flagship product. From there, our goal is to continue automating other forms of household labor, shipping realistic, affordable, and privacy-first robots to our users while building iteratively toward more complex tasks and capabilities over time.

About the role:

As Matic’s first customer success hire, you’ll join us at an exciting and critical time: our first product launch! This hire will define a flawless experience for our very first customers, drawing the blueprint for any and all customer interactions. This is a rare opportunity to set the ‘gold standard’ of service to customers, shape the company’s public persona, and build a critical part of our business from the ground up.

Our Customer Success Lead will build out high-touch, customer-centric systems and continually improve them to meet customer needs at scale. You’ll collaborate closely with our product, marketing, and engineering teams as a subject matter expert, knowing that every customer touchpoint is an opportunity to spark genuine delight in our product. The ideal candidate has a track record of building systems and teams aligned with the mission of anticipating customers’ needs and exceeding their expectations.

What you'll do

  • Design our first-ever customer success pipeline. You’ll determine what it takes to make a customer’s day, then build the infrastructure to make it happen!

  • Define key engagement metrics using incredibly high standards for how we engage with customers

  • Collaborate with internal product, marketing, and engineering teams to deeply understand product details to best support user needs and provide recommendations for new features and fixes

  • Analyze inbound customer sentiment to identify opportunities for further engagement

  • Deeply understand customer needs and evangelize product benefits and features to meet them

  • Create net-new documentation establishing best practices in our CS processes, enabling a seamless customer experience with continuity across all channels (email, social media, website, etc.)

What we look for

  • 4+ years experience in a customer success role (consumer electronics or IoT product a plus)

  • 2+ years spent scaling a customer success function in a leadership capacity

  • Strong data analysis skills; experience turning key engagement metrics into actionable insights

  • Excellent written and verbal communication skills, including the ability to translate or troubleshoot highly technical concepts for non-technical audiences

  • Genuine excitement about our product and technology — you should be stoked to introduce and champion product features & benefits!

  • A knack for connecting with customers, driving deeper engagement with our product and building trust in our company

  • Hunger, curiosity, and a drive for continuous improvement and learning

We'd love to hear from you if...

  • You are genuinely motivated to help those around you

  • You are passionate about learning outside of your normal comfort zones

  • You love diagnosing complex technical issues

  • You are excited to do great work

If you got to this point, we hope you're feeling excited about this opportunity at Matic! Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people who are keen to learn and are passionate about what Matic is building. We want to hear how you can contribute to our team in a variety of ways – not just the above boxes.