Data-Driven CSM for DTC Brands (Remote EU)

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

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