Senior Customer Success Manager (Account Management)

Skills

About the Role

You will own and grow a portfolio of strategic web3 and fintech customers You will run QBRs and map stakeholders to drive multi product adoption You will build rapport with executives and key stakeholders through consultative engagement sharing market insights and understanding customers business You will identify and pursue upsell and cross sell opportunities across product portfolio You will build expansion plans tied to customer outcomes forecast growth identify risk early and coordinate resolutions across internal teams You will design lifecycle programs to activate and retain customers at scale with Sales Marketing and Product You will build customer health scoring churn predictors and adoption dashboards and establish intervention playbooks with CX Support You will be the voice of the customer into Product by running structured feedback loops and influencing priorities across activation reporting funds movement treasury and FX usability You will partner with Product and Data to define success metrics run betas and land features with strong enablement You will set up account plans and value reviews anchored on customer KPIs and contribute guides and playbooks to elevate the CS function

Requirements

• 8–10+ years in Customer Success or Account Management with strategic ownership of mid-market to enterprise accounts; mix of high-touch and scaled motions.
• Background with web3/crypto and fintech/payments customers; comfortable discussing stablecoins wallets card programs AML KYB and API driven products.
• Lifecycle and retention chops with experience designing outbound engagement activation experiments and health models that moved core metrics.
• Strong analytics instincts fluent with data tools AI skills and dashboard building to guide action.
• Executive communication crisp narratives clear MBR/QBRs and calm under pressure.
• Builder mindset in a fast moving environment creating frameworks not just operating them.
• Fluency in English and French.

Responsibilities

• Own and grow top accounts for strategic web3 and fintech customers, run QBRs and map stakeholders to drive multi product adoption.
• Build rapport with executives and key stakeholders through consultative engagement, sharing market insights and understanding customers’ business.
• Identify and pursue upsell and cross sell opportunities across product portfolio.
• Build expansion plans tied to customer outcomes, forecast growth, identify risk early, and coordinate resolutions across internal teams.
• Design and iterate lifecycle programs with Sales Marketing and Product to activate and retain customers at scale.
• Build customer health scoring churn predictors and adoption dashboards; establish intervention playbooks with CX/Support.
• Run outbound engagement experiments that are measurable and repeatable.
• Be the voice of the customer into Product; run structured feedback loops and influence priorities across activation, reporting, funds movement, treasury, and FX usability.
• Partner with Product and Data to define success metrics, run betas and land features with strong enablement.
• Set up account plans and value reviews anchored on customer KPIs; contribute guides and playbooks to elevate the CS function.