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For Companies At a Glance
- Tasks: Lead customer success strategies and ensure seamless post-integration experiences for users.
- Company: Rapidly expanding DeFi platform focused on decentralised finance and user-centric solutions.
- Benefits: Remote-first work, exciting global meetups, and a collaborative team culture.
- Why this job: Join a dynamic team driving the future of finance and make a real impact.
- Qualifications: Strong communication skills and experience in customer success within the DeFi space.
- Other info: Opportunity for career growth in a fast-paced, innovative environment.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Customer Success Manager | Technical | DeFi
An innovative B2C and B2B DeFi platform is expanding rapidly to drive global adoption of decentralised finance. The company bridges assets seamlessly across blockchains, creating a user-centric, product-led, and intuitive experience for users. This is a remote-first opportunity that values strong communication and collaboration. To foster team connection, the company hosts quarterly in-person meetups in exciting global locations — combining work and activities like skiing, surfing, and more.
Work with a distributed team obsessed with performance, reliability, and speed. Expect autonomy, experimentation, and the chance to help build the infrastructure, bringing the next billion users into crypto.
Responsibilities
- Customer Success Strategy
- Define and champion the Customer Success strategy, aligning it with company goals and the product roadmap.
- Own the vision for post-integration customer journeys, retention, expansion, and advocacy at scale.
- Align cross-functional teams around customer success priorities and metrics.
- Define customer segmentation and success plans by tier or use case.
- Establish and track key CS metrics, turning insights into strategic recommendations.
- Stay on top of DeFi market trends and emerging customer needs to proactively drive success initiatives.
- Customer Success & Growth
- Own post-go-live outcomes, including SLAs, hypercare, operational reviews, and Quarterly Business Reviews (QBRs).
- Manage technical triage with the Tech team, ensuring timely updates and clear communication.
- Develop and maintain customer health scoring models to identify and mitigate churn risk.
- Drive usage-based expansion, including new chain integrations, proxy setups, swaps, and premium tiers.
- Lead customer advocacy initiatives, including referrals, case studies, testimonials, and community champions.
- Product Feedback & Validation
- Log and prioritise recurring feedback, bugs, and feature requests based on impact and frequency.
- Analyse customer usage and retention trends to inform product and growth decisions.
- Run discovery sessions and validate new features or pilots with select clients, reporting actionable learnings.
- Maintain a Customer Insights hub to provide Product and cross-functional teams with up-to-date intelligence.
- Operational Excellence & Enablement
- Maintain and optimise internal CS documentation, onboarding flows, triage procedures, and ticketing systems.
- Maintain and optimise external tools and documentation throughout the post-integration journey.
- Develop and update playbooks, integration checklists, incident communications, QBR decks, and success plans.
- Build dashboards tracking SLAs, CSAT, retention, expansion, and advocacy metrics.
- Partner with Business Development to enhance CRM processes supporting retention and upsell goals.
- Collaborate with Product and Engineering to improve tooling for support and customer success workflows.
- Work with Marketing to drive co-marketing, case studies, and ABM initiatives.
Qualifications and expectations are not explicitly listed in the original text beyond responsibilities; the role requires strong communication, cross-functional collaboration, and a focus on customer success within the DeFi domain.
Employment details
Position: Full-time, Senior/ Mid-Senior level consideration
Industry: Software Development (DeFi/Blockchain)
Location: Remote-first with occasional in-person meetups; candidate should be comfortable coordinating across distributed teams.
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Customer Success Manager (Technical) – DeFi employer: Saucedd
Contact Detail:
Saucedd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager (Technical) – DeFi
✨Tip Number 1
Network like a pro! Reach out to folks in the DeFi space on LinkedIn or attend virtual meetups. Building connections can lead to insider info about job openings and even referrals.
✨Tip Number 2
Show off your skills! Create a portfolio or case studies that highlight your experience in customer success and technical roles. This will give potential employers a taste of what you can bring to the table.
✨Tip Number 3
Prepare for interviews by researching the company’s products and recent developments in the DeFi market. Being knowledgeable will help you stand out and show that you're genuinely interested in their mission.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Customer Success Manager (Technical) – DeFi
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in DeFi and customer success strategies, showing us how you align with our goals and product roadmap.
Showcase Your Communication Skills: Since strong communication is key for this role, give examples of how you've effectively collaborated with cross-functional teams in the past. We want to see how you can champion customer success through clear and engaging communication.
Demonstrate Technical Knowledge: As a Technical Customer Success Manager, it's important to show us your understanding of the DeFi landscape. Share any relevant projects or experiences that demonstrate your technical expertise and ability to manage post-integration outcomes.
Apply Through Our Website: We encourage you to apply directly through our website. This way, we can ensure your application gets the attention it deserves, and you can easily keep track of your application status!
How to prepare for a job interview at Saucedd
✨Know Your DeFi Stuff
Make sure you brush up on your knowledge of decentralised finance. Understand the latest trends, key players, and how the technology works. This will not only help you answer technical questions but also show your passion for the industry.
✨Showcase Your Customer Success Skills
Prepare examples from your past experiences where you've successfully managed customer relationships or driven customer success initiatives. Be ready to discuss how you’ve aligned strategies with company goals and metrics, as this is crucial for the role.
✨Communicate Clearly and Confidently
Since this role involves a lot of cross-functional collaboration, practice articulating your thoughts clearly. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it easier for the interviewers to follow your thought process.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's customer success strategy, team dynamics, and how they measure success. This shows that you're genuinely interested in the role and helps you assess if the company is the right fit for you.