- 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
- 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
ETLCustomer Success