Customer Success Manager

7+ years in Customer Success, Account Management, or Strategic Partnerships, including building or scaling CSM teams and systems. Deep experience in Web3, blockchain, or infrastructure-as-a-service products, with a proven understanding of developer workflows, blockchain architectures, and the unique nuances of decentralized ecosystems. Track record of developing and executing Customer Success strategies that drive adoption, retention, and expansion at scale. Strong operational chops: you’ve built success metrics, account plans, onboarding frameworks, and customer journey maps. Experience managing both large enterprise accounts (multi-stakeholder, complex deployments) and high-velocity digital-first users. Deep understanding of customer health modeling, risk mitigation, success planning, and executive stakeholder management. Success in early-stage environments, with the ability to balance structure-building with day-to-day account management. Ability to work cross-functionally with Product, Engineering, Sales, and Marketing to align customer outcomes with company strategy. Exceptional communication skills — comfortable operating at both the technical level and the executive boardroom level.

Own onboarding, product adoption, training, renewals, advocacy programs, and expansion across your accounts. Design and implement scalable Customer Success strategies that align with customer lifecycle stages and revenue goals. Partner closely with Sales to drive upsells, cross-sells, and identify new revenue opportunities inside accounts. Build and nurture executive relationships with key customer stakeholders and act as a trusted strategic advisor. Translate customer feedback into actionable product insights and prioritize features that drive stickiness and revenue growth. Build and own a comprehensive health scoring system to monitor adoption, engagement, and at-risk accounts. Create frameworks, QBR templates, customer education programs, and proactive engagement models. Turn successful customers into advocates through case studies, references, and participation in product advisory boards. Contribute to the early hiring, mentoring, and scaling of the Customer Success organization as Allium grows.