Blockdaemon is seeking a Head of Customer Success to lead our frontline team
of key account managers, onboarding specialists, and customer support.
Reporting into the VP, Operations, this role will work closely with our sales,
marketing, product, and engineering teams to ensure that our customers have a
seamless experience with our products and services. Creative, energetic and
self-driven, an ideal candidate will understand the customer and their use
cases and know how to be a trusted partner so companies stay and grow with
Blockdaemon. This role will drive customer success and satisfaction through
the ideation, implementation, and scaling of systems, processes, and teams
that drive customer engagement and retention.
Position overview:
Partner with sales, customer support, and other cross-functional teams to
ensure that our customers launch successfully, have strong product
adoption, and realize continued value from our products;
Build a world class consultative Customer Success team by ensuring success
criteria is captured, key relationships are built across our customers,
and utilization is high/healthy;
Coach and empower and direct a team of key account managers, onboarding
specialists, and customer support;
Provide thought leadership on customer success best practices, working
closely with the VP, Operations to develop and drive strategy;
Lead weekly forecasting and reporting of health, status, and metrics,
regularly escalating any that are at-risk for churn;
Work with customers actively to drive adoption, as well as act as the
voice of your customers internally;
Manage all post-sales activity for Blockdaemon's customers through strong
relationship-building, product knowledge, planning and execution;
Maintain a deep understanding of the product and speak with customers
about the most relevant features/functionality for their specific business
needs;
Increase customer retention by conducting regular check-in calls for
tactical items, and performing strategic business reviews for alignment of
objectives and outcomes;
Track accounts to identify churn risk and work actively to eliminate that
risk;
Partner with Sales and Product to develop a plan for making Blockdaemon a
part of each customer's core architecture;
Work closely with Product, Engineering and Customer Support on
identification and tracking of product improvement requests,
troubleshooting and bugs;
Function as the customer advocate and provide internal feedback on how
Blockdaemon can better serve our enterprise customers.
Required Experience:
6+ years of customer success and/or account management experience
5+ years of managerial experience
Demonstrated ability to lead a customer-facing team to exceed performance
goals — strong people management, coaching, and development experience
Experience establishing and managing Customer Success and Implementation
systems, best practices, KPIs, and playbooks.
Customer obsessed -- a passion for understanding, driving, and improving
customer adoption of Blockdaemon's product.
Previous experience owning a portfolio of institutional customers
(preferably SaaS, technology and/or fintech related)
Proven experience being the voice for the company and maintaining
exceptional client relationships
Compelling verbal and written communication and presentation skills to
easily explain and discuss complex concepts with a wide variety of
audiences.
Attention to detail and organizational skills to manage multiple work
streams and deliver high-quality output on time and in full;
The ability to think strategically, along with a willingness to execute
and build from the ground up with a "no task too small" mindset.
US salary range: $150,000 - $180,000
#LI-Remote
About Us:
We Know Nodes.
Blockdaemon is the leading blockchain node infrastructure platform. Supporting
30+ protocols, 70 out-of-the-box node types, and monitoring plug-ins for cloud
and on-premises services, Blockdaemon is used by exchanges, custodians,
enterprises, financial institutions and 10k+ developers to connect commercial
stakeholders to blockchains. Blockdaemon's mission is to simplify the process
of deploying nodes and creating scalable enterprise blockchain solutions via
APIs, BYOI, auto- decentralization and auto-healing of nodes.
We are rapidly growing our fully remote, decentralized team. We are made up of
dedicated and passionate individuals who want to make an impact in this
dynamic and emerging industry. We offer competitive salaries as well as
employer contributions to health, dental, vision, life and disability
insurances. At Blockdaemon, we understand that “life happens” and offer a
flexible PTO policy and encourage employees to take time off when they need
it.
We are an equal opportunity employer.
