Senior Customer Success Manager
Skills
About the Role
YOU will own and grow a portfolio of strategic customers You will map stakeholders and build executive sponsorship to drive multi product adoption You will identify upsell and cross sell opportunities and orchestrate expansion plans You will design lifecycle programs and customer health metrics to scale activation and retention You will partner with Product and Data to define success metrics and communicate impact You will provide clear feedback to Product and collaborate with teams across Sales Marketing and CX
Requirements
- Results focused with a track record of retention expansion and adoption targets
- 8-10+ years in Customer Success or Account Management with strategic ownership of mid market or enterprise accounts
- Experience with web3 crypto and fintech payments customers including stablecoins wallets card programs AML KYB and API driven products
- Lifecycle and retention chops with outbound engagement activation experiments and health models
- Strong analytics instincts and fluency with data tools AI skills and dashboard building
- Executive communication with clear MBR QBRs and calm under pressure
- Builder mindset creating frameworks not just operating them
- Fluency in English and Spanish
Responsibilities
- Own and grow top accounts
- Map stakeholders and drive multi product adoption
- Identify and pursue upsell and cross sell opportunities
- Build expansion plans tied to customer outcomes; forecast growth and identify risk; orchestrate resolutions
- Design lifecycle programs and health dashboards; establish intervention playbooks for activation and retention
- Stand up outbound engagement experiments that are measurable and repeatable
- Be the voice of the customer into Product; influence priorities across activation reporting expenses and treasury usability
- Partner with Product and Data to define success metrics and land features with enablement
- Set up account plans and value reviews; contribute content to elevate the CS function