Customer Success Manager
Skills
About the Role
You will own and scale the post-sales customer experience, guiding customers through onboarding, adoption, training, renewals, advocacy, and expansion. You will manage a $5M+ ARR book, build scalable success plans and health metrics, translate customer feedback into product insights, and partner with Sales and Engineering to drive outcomes.
Requirements
- 5+ years in Customer Success, Account Management, or Strategic Partnerships, including building or scaling CSM teams and systems
- Deep experience with Web3, blockchain, or infrastructure-as-a-service products and developer workflows
- Proven track record developing and executing Customer Success strategies that drive adoption, retention, and expansion
- Experience building success metrics, account plans, onboarding frameworks, and customer journey maps
- Experience managing large enterprise accounts and high-velocity digital-first users
- Strong understanding of customer health modeling, risk mitigation, and executive stakeholder management
- Success working in early-stage environments and collaborating cross-functionally with Product, Engineering, Sales, and Marketing
- Exceptional written and verbal communication at both technical and executive levels
Responsibilities
- Own onboarding, product adoption, training, renewals, advocacy programs, and expansion across accounts
- Design and implement scalable Customer Success strategies aligned with lifecycle stages and revenue goals
- Drive upsells and cross-sells in partnership with Sales to identify new revenue opportunities
- Build and maintain executive relationships and act as a trusted strategic advisor
- Translate customer feedback into product insights and prioritize feature requests
- Develop and own customer health scoring to monitor adoption, engagement, and at-risk accounts
- Create playbooks, QBR templates, customer education programs, and proactive engagement models
- Turn successful customers into advocates through case studies, references, and advisory participation
- Contribute to hiring, mentoring, and scaling the Customer Success organization as it grows
Benefits
- Medical, dental, vision, life and AD&D insurance
- Meaningful early-stage equity via stock option grant
- Flexible trust-based paid time off
- Company sponsored 401(k) plan in US