Web3 & DeFi Customer Success Lead

Job Title: Customer Success Lead About the Role: We are growing rapidly and looking for a Customer Success Lead to build and scale our post-sales customer success strategy. This is a unique opportunity to shape customer success from the ground up while directly engaging with our customers and ensuring their success with our platform. Key Responsibilities: Develop and implement customer success strategies, processes, and best practices from scratch to ensure customer satisfaction and retention. Build and lead a high-performing team of Customer Success Managers (CSMs), providing coaching and guidance to help them excel. Act as a "player-coach" by directly engaging with key customers, ensuring they fully adopt and benefit from our solutions. Drive the end-to-end process management of multiple customer engagements, ensuring adherence to timelines, quality standards, and service level agreements (SLAs) Work closely with customers in DeFi, CeFi, and Web3 ecosystems to understand their needs and provide tailored solutions to maximize their success. Collaborate cross-functionally with product, sales, and security teams to drive customer engagement, resolve issues, and ensure a seamless customer experience. Continuously monitor customer health, identify growth opportunities, and drive upsell and cross-sell initiatives. Develop metrics and KPIs to measure customer success, team performance, and areas for improvement. Create customer onboarding, training, and support processes to ensure smooth transitions and long-term success. Qualifications: Proven experience in building customer success or post-sales strategies from scratch, ideally in a startup or fast-growing company. Leadership experience in managing a team of Customer Success Managers (CSMs), with a track record of coaching and developing talent. 3 years of experience in Web 3 with a strong understanding of Defi, key players, and ecosystem challenges. Good knowledge of centralized finance (CeFi) and its intersections with DeFi. Experience working closely with product teams and contributing to product feedback loops is important. Proficiency in CRM software, project and process management tools Ability to analyze and report on customer engagement metrics. A background in security or product management is a plus, but not mandatory. Self-sufficient, goal-driven, and capable of thriving in a fast-paced, startup environment. Strong communication, relationship-building, and problem-solving skills with a customer-first mindset. Ability to balance strategic thinking with hands-on execution, especially in a player-coach role. Why Join Us? Join the market leader in web 3 security Lead customer success for a cutting-edge Web3 security company and help shape the future of DeFi and Web3 protection. Be part of a fast-growing, dynamic team with tremendous career growth opportunities. Competitive compensation package, including salary, bonuses, equity and working remotely