Customer Success Manager

About the role

Matrix designs, manufactures, and sells innovative technological products. The Customer Success Manager will lead the repair and RMA function from receipt of customer product through evaluation, repair, and return, ensuring timely and accurate service.

Key responsibilities

• Lead, coach, and develop the Customer Success and repair operations team, setting priorities, ownership, and service expectations.
• Own the end‑to‑end flow of customer property, ensuring traceability, timely evaluations, and coordinated repairs across functions.
• Collect and analyze failure data, providing actionable insights to Engineering and Quality for product improvement.
• Communicate repair status, handle escalations, and coordinate with Credit, Field Service, Sales, and other partners.

Required profile

• High school diploma or equivalent; post‑secondary education preferred.
• Significant experience in repair operations, RMA, customer support or related technical fields.
• Demonstrated leadership or supervisory experience with strong people‑management skills.
• Ability to manage complex workflows, analyze data, and communicate clearly with internal and external stakeholders.

What we offer

• First‑day coverage of all benefits – no waiting period.
• Premium free medical, dental and vision insurance.
• On‑site health clinic and optional gym membership.
• Basic Life insurance (2× annual base salary) at no cost.
• 401(k) plan with up to 8% company match.
• Paid holidays, vacation time, educational reimbursement, and scholarship program.