Job description
A fast-scaling technology company focused on real-time risk prevention and blockchain security is seeking an experienced Customer Success Manager (CSM) to help leading Web3 organizations maximize the value of our platform.
Our mission is to enable decentralized and financial systems to operate more securely and efficiently by helping customers identify, prevent, and respond to on-chain threats before they cause impact.
We’re looking for a proactive, technically minded CSM who thrives on customer impact, cross-functional collaboration, and driving measurable results in a rapidly evolving environment.
Role Overview
As a Customer Success Manager, you’ll be responsible for the post-sale success and satisfaction of a portfolio of high-profile blockchain and fintech clients. You’ll guide customers through onboarding, adoption, and expansion, ensuring they see continuous value from our technology and partnership.
You will also play an important role in identifying growth opportunities, supporting renewals, and championing customer feedback across internal teams.
Key Responsibilities
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Customer Onboarding: Manage onboarding for new customers, ensuring a smooth and efficient activation process.
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Relationship Management: Build and maintain strong relationships across technical, operational, and executive stakeholders.
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Success Planning: Develop customized success plans, define key outcomes, and measure progress toward achieving them.
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Adoption & Enablement: Drive platform adoption by ensuring customers are fully integrated, optimized, and leveraging best practices.
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Growth Identification: Spot opportunities for account expansion or upsell (e.g., new features, teams, or integrations) and coordinate with the Sales team.
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Renewal Support: Partner with the Renewals Manager to maintain high retention and renewal rates through proactive engagement and advocacy.
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Strategic Engagements: Conduct regular check-ins, performance reviews, and quarterly business reviews (QBRs) to assess progress and uncover new needs.
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Customer Advocacy: Represent the customer’s voice internally, providing actionable insights to Product and Engineering teams to guide roadmap priorities.
Requirements
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5+ years of experience in Customer Success, Account Management, or Technical Account Management at a B2B SaaS, cybersecurity, or infrastructure technology company.
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Proven experience supporting technical customers in a consultative, solutions-oriented role — ideally within Web3, fintech, or cloud security.
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Strong ability to map customer objectives to product capabilities and demonstrate measurable business value.
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Skilled in recognizing commercial opportunities and collaborating with Sales teams to drive account expansion.
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Excellent communication and relationship-building skills across both technical and non-technical stakeholders.
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Working knowledge of blockchain ecosystems, decentralized finance (DeFi), or related technologies preferred.
What We Offer
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The opportunity to help shape the future of digital asset security and financial technology innovation.
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A remote-first, globally distributed team culture built on collaboration, accountability, and innovation.
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Exposure to cutting-edge technologies in blockchain and cybersecurity.
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A chance to work directly with some of the most forward-thinking organizations in the Web3 and fintech space.
