Summary

As the Customer Success Lead, you’ll own the entire post-sales customer experience, ensuring customers maximize the value of their infrastructure on Conduit. You'll work closely with Sales, Partnerships, Product, and Engineering to ensure seamless onboarding, proactive account management, and customer health monitoring, while identifying opportunities for de-risking and expansion. This is a strategic role where you’ll manage a diverse portfolio, including high-value enterprise accounts and smaller digital-first accounts. You'll also be responsible for developing scalable processes to support both account types as we grow.

You’ll report to the Sales Leader, oversee a portfolio generating $5M+ in ARR, and have the opportunity to build and scale the Customer Success team over time.

Responsibilities:

1. Own the entire post-sales experience, including our onboarding program, adoption, renewals, and identifying expansion opportunities.
2. Manage our portfolio of enterprise and digital-first accounts
3. Collaborate with Sales to expand revenue through upsells, cross-sells, and custom product offerings.
4. Provide feedback to Product on key customer requirements, influencing product roadmap priorities to enhance the customer experience.
5. Act as the voice of the customer by providing insights to Product, Sales, and Engineering teams.

Qualifications:

1. 5+ years in Customer Success, Account Management, or similar roles, preferably in B2B SaaS or infrastructure.
2. You have owned or helped with scaled forms of customer success.
3. You’re an experienced startup operator and have success and failure stories you’ve learn from along the way.
4. Experience managing both large enterprise accounts and setting up smaller digital-first accounts management processes.
5. Proven track record of driving renewals and expansion revenue across a portfolio of accounts.

Bonus points for:

1. You’ve worked with highly technical products and customers.
2. Experience in blockchain, Web3, or infrastructure-related SaaS products.
3. You understand blockchain rollup architecture and the trade-offs between various designs and implementations at a deeply technical level.

Skills

• Accounting