Senior Customer Success Manager - Remote Role at Blockworks

About the Role

We are seeking a Senior Customer Success Manager to join our remote team at Blockworks. In this role, you will be pivotal in ensuring our customers derive maximum value from our products. As a Senior Customer Success Manager remote, you will be the trusted advisor for our clients, helping them navigate the complexities of the crypto industry.

What You'll Do

• Own a Book of Customers: Manage a portfolio of Blockworks customers as their primary point of contact after sale, building strong relationships and ensuring we unlock as much value from our product offerings as possible.
• Drive Retention and Renewals: Focus on keeping customers engaged and successful, identifying churn risk early, guiding renewal conversations, and demonstrating the ROI of working with Blockworks.
• Be the Expert: Engage with our Product team to maintain expertise around the use-cases, benefits, and features of each of our products, advising clients on how to solve their most pressing issues.
• Run Day-to-Day Customer Engagements: Lead regular check-ins, QBRs, and ongoing communication to ensure customers feel supported and informed.
• Spot and Solve Customer Problems: Uncover pain points, flag issues early, and collaborate with internal teams to resolve them quickly.
• Provide High-Value Feedback: Consistently provide feedback to internal teams based on customer conversations to inform improvements to our sales process and product roadmap.
• Partner Internally to Get Things Done: Collaborate closely with Sales, Product, Finance, and Operations to ensure smooth handoffs and clear expectation-setting.
• Help Improve How we do CS: Play a key role in defining the Customer Success function and champion best practices.

Requirements

• Several years of experience in Customer Success or a closely related customer-facing role in SaaS or subscription-based businesses.
• Proven track record of managing post-sale relationships and supporting renewals.
• Experience working directly with customers to help them adopt products and achieve meaningful outcomes.
• Comfortable managing multiple clients and operating across the full post-sale lifecycle.
• Experience in environments where processes are still being defined, contributing to shaping what comes next.

Nice to Have

• Experience working with crypto, finance, data, or similarly complex customer segments.
• Familiarity with high-growth or early-stage environments where priorities shift.

What We Offer

• Remote-First: A remote-first organization with an office in NYC for your use.
• 100% Medical Coverage: Close to fully paid medical, dental, and vision insurance for you and significant coverage for dependents.
• Flexible PTO: No limit on vacation days.
• Parental Leave: 14 weeks of fully paid parental leave for all team members.
• Hardware Stipend: A stipend for purchasing tools and technology.
• Learning & Growth Stipend: A stipend for skill growth and professional development.
• Career Growth: Prioritization of skill growth and career development with a clear structure for progression.
• Diverse Team: A commitment to creating an open, inclusive, and diverse work culture.