Customer Success Lead

COMPANY OVERVIEW Each year, 2.5 trillion hours are spent on household chores. At Matic, we’re on a mission to recapture that lost time, and we’re doing it by revolutionizing home robotics. Our first product, also called Matic, is a Wall-E-esque floor cleaning robot. We've built what amounts to "full self-driving in the home” with real-time 3D mapping, adaptive path-tracking, and a precise semantic understanding of the home. Our breakthroughs in spatial AI allow Matic to work reliably in real homes, using only RGB cameras and neural networks running on-device. PRIVACY FIRST What happens in the home, stays in the home. Our robots are private by design, with all data processing performed by the robot itself, not in the cloud. OUR APPROACH Before the iPhone, consumers adopted several distinct devices; cell phones, PDAs, and portable music players each served a particular need. We believe in a similar progression for home robotics, starting with single-purpose robots and building iteratively toward more complex capabilities over time. OUR CULTURE Matic is a tight-knit and collaborative team, singularly focused on building products our customers will cherish. We're ultra-hardworking people committed to solving tough problems that save precious time and energy. ABOUT THE ROLE Matic is approaching 10,000 customers and scaling fast. We're looking for a Customer Success Lead to own the full post-purchase customer journey and take our Customer Success function to world-class. This is a hands-on role. You'll be in the weeds with customers every day: running onboarding, answering tickets, handling escalations, analyzing churn signals, and coaching your team. You'll also be building the systems, playbooks, and infrastructure that let us deliver a deeply personal experience to every single customer as we grow from ten thousand to a hundred thousand and beyond. This is a startup. Ownership is high, roles are fluid, and the best ideas win regardless of where they come from. If customers win, the team wins, and if the team wins, each individual wins. You'll be collaborating with Engineering, Product, and Customer Operations to make Matic's customer experience the reason people tell their friends about us. We believe the best customer service is no customer service, a product so intuitive and reliable that customers never need to reach out. The second-best is just-in-time, self-service help that anticipates questions before they're asked. You'll build both: proactive systems that eliminate friction, and a white-glove experience for the moments that matter most. What you’ll do: - Deliver a Three-Michelin-Star Customer Experience - Own Customer Success end-to-end: onboarding, activation, engagement, retention, loyalty, and advocacy. Every touchpoint, every interaction. - Mentor a growing team across customer success and support. Set the bar, hold the standard, and make sure every customer feels like a million dollars. - Be in the queue yourself. Answering tickets isn't just part of the job, it's the most important part. Direct customer conversations are where you learn what's actually happening, what's breaking, and what's delighting. You can't lead what you don't feel firsthand. - Because you're personally up close to the customer, you'll see patterns that no dashboard can surface. Bring those insights to Product, Engineering, and Marketing and make sure they lead to action. Deepen Customer Relationships and Drive Growth - Build deep, personal relationships with customers. Understand their evolving needs and proactively drive product adoption and long-term loyalty. - Track and act on the metrics that matter: retention, NPS, activation rates. Spot signals early and move on them before they become problems. - Build referral and advocacy programs that turn happy customers into Matic's most powerful growth channel. Elevate Support Operations - Build a high-performing support function with clear SLAs, fast resolution times, and an experience that make