Remote Web3 & DeFi Customer Success Lead Job in London, UK CompuGain

Who you are

• 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.

What the job involves

• 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.