Customer Success Manager

Mtrix; Eu; Remote; EUR 60,000 - 80,000; Full time

Job summary

Mtrix is hiring a Customer Success Manager to manage a book of DTC brands from onboarding through renewal. You will ensure customers get value across modules, with a focus on data-backed conversations and renewals.

The role emphasizes proactive engagement, analytics, andcustomer-centric growth. Remote from EU with full-time hours, you will collaborate with cross-functional teams to improve onboarding, adoption, and expansion while maintaining high standards of written communication and English

Qualifications

• 3+ years in customer success or account management at a B2B SaaS company.
• Comfortable in data conversations — read a funnel, question a metric, explain an A/B result.
• Knowledge of ecommerce metrics like conversion, AOV, sessions, and a DTC calendar.
• Excellent written communication — most work is written.
• Fluent English.

Responsibilities

• Own onboarding from signed to live and data-driven setup.
• Drive adoption across modules to ensure customers get value for their paid features.
• Run business reviews grounded in real numbers rather than slides.
• Own renewals and expansions for your book, anticipating churn risk.
• Be the customer's voice in the roadmap and relay feedback with evidence.

Skills

Customer success

Data conversations

Ecommerce

Written communication

Fluent English

Job description

We read every application and reply either way.

Customer Success Manager

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.

• Remote (EU)
• Full-time

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.

Department Customer Success