Customer Success Manager (CS Lead)

We are seeking a highly skilled and motivated Customer Success Manager to join our globally distributed team and who will assist with onboarding, managing and expanding Thrive partner communities. As a Customer Success Manager, you will be the primary point of contact for our partner community clients, guiding them through the implementation process, providing ongoing expert support, developing relationships with key partner community stakeholders, and ensuring that the success of each program is broadcasted widely. The Customer Success Manager will closely collaborate with our VP of Customer Success to ensure that each partner community achieves their critical milestones.

Responsibilities:

Client Onboarding and Implementation:

• Acquire thorough knowledge of our partner communities and their present and future challenges and opportunities, and how our solution addresses them
• Coordinate with cross-functional teams to ensure all client requirements are met
• Provide training, resources, and other implementation assistance to help clients understand and effectively use our platform
• Help us communicate our vision, values, and capabilities in a way that inspires and emboldens a passionate, thriving, growing community

Account Management: 

• Develop and maintain trusted relationships with client contacts, including delegates and other key stakeholders
• Regularly review account health, identify risks, and proactively address issues to prevent churn
• Prepare agendas, reports, presentations, and lead partner community update meetings
• As needed, participate in strategic conferences, networking opportunities, and client visits

Feedback and Product Advocacy: 

• Gather client feedback – including from key stakeholders and other community members – and collaborate with the product development team to drive future product enhancements and roadmap
• Educate clients about new features and updates to ensure maximum utilization of the platform

Performance Reporting: 

• Monitor and report on client usage and success metrics
• Conduct regular business reviews with clients to discuss performance and opportunities for optimization

Requirements:

• Proven experience in a customer success, account management, or similar role in a SaaS or technology company 
• Project management - you can identify tasks, timelines, and resources, and hold accountable
• Highly social; you love working with people inspired by the possibilities of web3 and are excited to work in the crypto space 
• Exceptional time management, including work planning, prioritization, and organization
• Work effectively with teams within Thrive and with key partner community stakeholders
• Ability to create succinctly written documentation (e.g., Discord, Slack, emails, Google
• Sheets, Google Docs)
• Ability to multitask and persevere in a fast-paced, dynamic environment with a sense of urgency 
• Fluent in spoken and written English
• Have fun; make sure others have fun too
• Highly autonomous; you thrive on iterative learning-by-doing 
• Excel in a remote-only work environment 
• High emotional intelligence with an ability to think creatively, strategically, and innovatively 
• Intrinsic desire to build alongside a passionate and mission-driven team whose values align with yours

Work expectations:

• Full-time; whatever is needed to win
• Vision-focused / heart alignment 
• Outcome oriented; unafraid to speak up and take initiative
• Growth mindset
• Work effectively with teams within Thrive and with key partner community stakeholders

Benefits:

• Stock options and/or tokens after the first successful full-time month together
• Flexible working hours
• Remote and distributed workforce (e.g. work from home!)
• Rapid learning and growth
• Opportunity to learn from and collaborate with a team of all-stars
• Opportunity to shape a core part of what’s been described by clients as “by far the best community engagement platform they’ve ever seen”

Listed in: Cryptocurrency Jobs, Full Time Web3 Jobs, Web3 Crypto Jobs, Non Tech Crypto Jobs, Remote Web3 Jobs.