Senior Customer Success Manager - Remote Role in Crypto

About the Role

We're hiring a Senior Customer Success Manager to join our growing team at Blockworks. This remote role is pivotal in ensuring our customers derive real value from our offerings. You will be the trusted point of contact 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, ensuring they unlock maximum value from our products.
• Drive Retention and Renewals: Focus on keeping customers engaged, identifying churn risks early, and guiding renewal conversations.
• Be the Expert: Engage with our Product team to maintain expertise on product use-cases and advise clients on solutions.
• Run Day-to-Day Customer Engagements: Lead regular check-ins and ongoing communication to keep customers informed and supported.
• Spot and Solve Customer Problems: Uncover pain points and work with internal teams to resolve issues quickly.
• Provide High-Value Feedback: Offer insights to internal teams based on customer conversations to inform product improvements.
• Partner Internally to Get Things Done: Collaborate with Sales, Product, Finance, and Operations to ensure smooth handoffs and clear expectations.
• Help Improve How we do CS: Play a key role in defining the Customer Success function and mentoring junior team members.

Requirements

• Several years of experience in Customer Success or a related customer-facing role in SaaS or subscription-based businesses.
• Proven track record in managing post-sale relationships and supporting renewals.
• Experience in environments where processes are still being defined, contributing to shaping future practices.
• Familiarity with CRM and CS tools to track account health and manage workflows.
• Ability to balance empathy with accountability in customer interactions.

Nice to Have

• Experience working with crypto, finance, or data-driven products.
• Background in supporting research subscriptions or complex customer segments.
• Experience in high-growth or early-stage environments.

What We Offer

• Competitive salary of $150,000/year OTE with a base of $125,000 and a variable component of $25,000.
• 100% medical coverage for you and significant coverage for dependents.
• Flexible PTO policy with no limit on vacation days.
• 14 weeks of fully paid parental leave.
• Stipends for hardware and learning & growth opportunities.
• Clear career growth structure to aid in your professional development.
• A global and diverse team committed to inclusivity.