Summary

As a Customer Success Manager at Quicknode, you will be responsible for nurturing our top accounts to drive greater adoption, satisfaction, and expansion revenue through technical guidance, thought leadership, and best practices. You will be working directly with many of our top customers to help enable their success. Youll jump headfirst with customer onboarding, adoption, education, and ongoing advisory and nurture.

Location: USA Remote

What You'll Do

• Manage approximately 100 customers in our small and mid-markets
• Keep up with industry trends in the blockchain space 
• Successfully onboard and determine how Quicknode can help them meet their objectives
• Conduct regular strategic engagements and ensure feedback is being provided to our internal teams
• Negotiate renewal and expansion pricing and contract terms  
• Ability to analyze each situation and determine what level of service is needed for customer satisfaction
• Establish a deep level of trust with the customer to solidify the existing strategic partnership
• Work closely with Sales team to ensure overall health of the account, ensure renewal/no churn and surface any upsell/growth opportunities
• Identify accounts likely to churn based on usage data. Develop strategies to retain and save these high-risk accounts
• Address escalating client issues with speed and urgency, orchestrating resources across the company, as appropriate
• Effectively communicate resolution plans, progress, and status of requests externally and internally
• Perform QBRs to review account health with stakeholders, and capture requirements to help remove potential blockers to further expansion
• Develop and deploy playbooks and other content

What You'll Bring

• 2-5 years of Customer Success facing experience in a hyper-growth environment
• You have experience proactively managing a variety of customer relationships from launch to go-live, through renewal and the entire lifecycle in between including relevant expansion targets
• You are obsessed with customer success and believe your number one responsibility is the best interests and growth enablement of your customer. You are comfortable with creating success plans to track customer outcomes while developing a deep understanding of their business goals, initiatives, and use cases to support both short and long-term goals and then realizing those into solid tangible outcomes
• Ability to lean on a strategic mindset, you are well adept at building and executing comprehensive success plans for complex customers
• High integrity, humble, and a team-first mentality. Impact over ego-driven
• You work well under pressure, are a results-oriented individual, and you are a team player
• Experience working with a technical product and aptitude to learn complex technical concepts
• Ability to document stages and hit key deadlines for renewals and expansions
• Business acumen with an implicit understanding of how to prioritize tasks
• Strong analytical and problem-solving skills

Bonus

• 1+ years experience in Blockchain 
• Experience working at a start-up
• Experience updating customer notes and stages in a CRM tool

The OTE and level for this position in the United States is up to $130,000 OTE per year and Level P2. International ranges, in local currency, will be discussed during the hiring process with applicable candidates. We consider years of experience, level of proficiency in job function, the technical competencies required and location when determining base salary ranges for positions and levels.

Skills

• Analytical Thinking
• Client Servicing
• Problem Solving
• Strategic Thinking