Lead Customer Success Manager

You could work anywhere. Why Figment?

Figment powers the future of Web3 through industry-leading blockchain infrastructure. As the leading provider of staking solutions, we help 500+ institutional clients optimize their crypto rewards, including top exchanges, asset managers, wallets, foundations, custodians, and major token holders. Our clients trust Figment for a comprehensive suite of services, including reward optimization, cutting-edge API development, detailed rewards reporting, seamless partner integrations, governance support, and slashing protection.

Backed by a team of passionate and intelligent Figmates, with a 100% remote-first global presence across 12 countries, our company is on a mission to accelerate the adoption, growth, and long-term success of the Web3 ecosystem. We’re building the infrastructure that will power the decentralized future.

As a fast-growing tech company, we’re looking for builders and innovators — people who thrive in the face of uncertainty and are motivated to make an impact. We are also looking for true teammates - people who are genuine, humble, and driven to level up together. If you're excited to shape the future, contribute to an energetic company culture, and work at the cutting edge of blockchain technology, we want you to join our team and help us lead the charge!

About the opportunity

We are seeking a Lead Customer Success Manager for the US and LATAM region to support our growing institutional client base. This role will be responsible for managing client relationships, driving retention, and ensuring customer satisfaction across our strategic Tier 1 accounts.

How you will make an impact

• Manage Tier 1 Accounts in US and LATAM
• Proactively engage with clients by setting up recurring strategic calls and providing thought leadership in communication channels
• Drive revenue growth through upsell and cross sell
• Set up and maintain reporting for institutional clients
• Guide customers through the Figment app and provide comprehensive platform training
• Answer questions regarding Figment products, staking, billing, reporting, and new network support
• Manage wallet address configurations and technical documentation
• Coordinate with cross-functional teams (DevOps, Product, Sales)
• Deliver protocol-specific content and network updates to customers

What you bring to the team

• 7+ years of account management or sales experience in fintech or digital assets
• Strong understanding of blockchain technology and proof-of-stake networks
• Experience working with institutional clients such as asset managers, exchanges, or custodians
• Excellent communication skills with the ability to explain technical concepts clearly
• Strong project management and organizational abilities
• Fluency in English required; Spanish is a plus

Technologies we use

Slack, Salesforce, Sigma, Jira, LinkedIn

Teams you’ll collaborate with most often

In addition to collaborating with other Customer Success team members, this role will collaborate most often with our Sales, Protocol, and Product teams.

Why you might be excited about us

At Figment, we offer an exciting range of competitive benefits designed to support and empower every member of our team:

• 100% remote-first environment. Our flagship office is in Toronto, Canada. We also have additional co-working spaces in New York, London, and Singapore. That means if you want to do your things in the office (if you’re near one), at home, or a bit of both, it’s up to you.
• 4 weeks of PTO that kick in day one, with an additional 1 week of flex days.
• Extended company-paid health benefits that kick in day one.
• Best in class parental leave and flexible arrangements.
• A home office stipend to create a space that you enjoy working in.
• Monthly Wifi reimbursement.
• A yearly Learning & Development budget.
• 401K (US) or RRSP match (Canada).
• Stock Options in the company.
• A competitive bonus (based on company performance) that is distributed bi-annually - we believe that the company’s success should be shared with our employees often