Job Description

Role of Customer Success

By proactively managing customer relationships, driving product adoption, and ensuring satisfaction, Customer Success helps reduce churn, increase customer loyalty, and drive growth.

Customer Success is proactive, focusing on building long-term relationships and helping customers achieve their desired outcomes

Key Responsibilities

Customer Onboarding: Guide new customers through the onboarding process, ensuring they are set up correctly and understand how to use the product or service effectively. This includes initial setup, configuration, and training.
Training Programs: Develop and deliver training programs tailored to different customer segments, helping users to fully understand and utilize the features of the product. This can include webinars, tutorials, and personalized training sessions.
Success Plans: Create customized success plans that outline clear milestones and goals for customers, ensuring they are on track to achieve their desired outcomes.
Customer Health Monitoring: Monitor customer health scores based on usage data, engagement levels, and feedback to identify potential risks and opportunities for growth.
Tracking Success Metrics: Measure key metrics such as customer satisfaction (CSAT), Net Promoter Score (NPS), Customer Lifetime Value (CLTV), and churn rate to assess the effectiveness of the Customer Success efforts.

Collaboration with Other Departments

With Account Management: Coordinate closely with Account Managers to ensure a seamless customer experience, with Customer Success focusing on customer satisfaction and retention, while Account Managers handle commercial relationships and contract renewals.
With Product Development: Share customer feedback and usage data with the Product team to inform product improvements, feature requests, and bug fixes. Participate in beta testing of new features or products to ensure they meet customer needs.
With Marketing: Collaborate with Marketing on creating customer case studies, testimonials, and success stories that highlight the value customers are getting from the product. Provide insights for targeted marketing campaigns based on customer segmentation.

Qualifications

Experience: 3+ years of experience in either project/product management or a devrel role, with a proven track record in Web3 and/or Web2 B2B infra/cloud products.
Industry Knowledge: Strong understanding of infrastructure, blockchain, ZK, and cloud services.
Client Focused: Ability to understand client needs and translate them into actionable solutions.
Technical Acumen: Familiarity with blockchain technologies and Web3 ecosystems is a big plus.
Self-Motivated: Highly self-motivated and able to work independently as well as part of a team. (very important!)

Preferred Skills

Networking: Existing network within the Web3 and cloud infrastructure communities.
Analytical Skills: Strong analytical abilities.
Adaptability: Ability to thrive in a fast-paced, innovative environment.

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