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Customer Success Manager

Customer Success · Remote (EU) · Full-time

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Our customers are DTC brands whose storefront is their business. When Mtrix works, they see it in revenue — and you are the person who makes sure that happens. You will own a book of brands from onboarding through renewal: getting them live, getting them into the modules they are paying for, and making sure their number this quarter beats last.

This is not ticket triage. It is a consultative role with the product's own data behind every conversation — you will open a customer's actual funnels, replays, and experiment results and talk about what to do next.

What you'll do

  • Own onboarding: from signed to live and seeing data they trust, fast.
  • Drive adoption across modules — a brand using only analytics is a brand not getting what they paid for.
  • Run business reviews grounded in the customer's real numbers, not slideware.
  • Own renewals and expansion for your book, and see churn risk coming before it becomes a churn call.
  • Be the customer's voice in the roadmap — route what you hear to the people building it, with evidence.

What we're looking for

  • 3+ years in customer success or account management at a B2B SaaS company.
  • Comfortable in data conversations — you can read a funnel, question a metric, and explain an A/B result.
  • You know ecommerce, or can learn it fast: conversion, AOV, sessions, the calendar of a DTC year.
  • Excellent written communication — most of your work lands in writing.
  • Fluent English.

Nice to have

  • Time with DTC or ecommerce customers, or in the Shopify ecosystem.
  • Hands-on experience with analytics or experimentation tools.
  • Additional European languages.

How we hire

  1. You apply

    The form below is the whole application. A few lines on what you have owned beats a long CV — we read every one.

  2. A real conversation

    A call about the work, the trade-offs, and whether the job we just described is the job you want.

  3. A working session

    A short, realistic exercise close to the actual job. You will know exactly what to expect beforehand.

  4. A clear answer

    A yes or a no, with reasons. We would rather respect your time than keep you guessing.

Apply for this role

Applying for Customer Success Manager — the form is the whole application.

We read every one and reply either way.

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