Customer Success Manager, DeFi Protocols

Description

Chaos Labs builds technology that makes markets safer and more accessible. Our risk management systems, oracles, and AI models secure billions in value while democratizing access to world-class financial tools. Our platform is trusted by leading protocols, including Aave, GMX, dYdX, Venus, Jupiter, and others, to manage and secure billions of dollars in assets.

Reporting directly to the VP of Business Operations, we are looking for a talented Customer Success Manager - DeFi Protocols to join our team and help shape the future of decentralized finance.

We are seeking a proactive and results-driven Customer Success Manager to join our team. Reporting directly to the VP of Business Operations, you will play a critical role in ensuring our customers achieve their desired outcomes by leveraging our risk management and optimization solutions. In this role, you will work closely with our customers to understand their ongoing needs, identify areas where our tools and services can add value, while driving internal cross functional collaborations to drive the adoption of products.

Responsibilities

Our customers are your #1 priority. In this role, you will:

• Partner with Vertical Lead/s to manage and spearhead communications with customers from onboarding to ongoing tasks, ensuring a robust engagement framework that encompasses performance evaluations, growth initiatives, issue resolution, tasks intake and feedback loops.
• Take an active role in protocol governance forums, representing Chaos Labs and communicating our analyses, research work, and tools.

This includes:

• Identifying the ongoing needs of our clients, working alongside our data science and engineering teams to build a solution, and communicating it back to our partners and their communities
• Owning the Governance on-chain implementation process of our parameter recommendations, working alongside our engineering team
• Maintain relationships and communications with delegates to ensure they actively participate in votes and are constantly educated on our work
• Develop and optimize processes and engagement models for external customers and internal teams, ensuring efficiency and effectiveness in communication and service delivery.
• Serve as the voice of the customer internally by engaging in internal product discussions, translating customer usage and feedback into actionable insights and new feature ideas that will add value to our customers
• Collaborate closely with strategy, marketing and business operations to identify and capitalize on renewal and expansion opportunities.
• Represent Chaos Labs at strategic customer, prospect, and industry events, showcasing our products and solutions.

Requirements

• Bachelor’s degree in Business, Business Analytics, or a closely related field required.
• 4+ years of experience in customer success, account management, or sales in web3
• Must demonstrate academic proficiency in key business areas such as Business Project Management, Product Marketing & Management, Principles of Accounting, and Investment Banking.
• Excellent verbal and written communication skills, ability to explain complex topics straightforwardly to both crypto-native and novice audiences
• Exceptional interpersonal skills with a knack for building relationships
• Excitement around crypto / web3 and desire to truly integrate yourself into the ecosystem

Preferred Qualifications

• You love working in dynamic, fast-paced, and cross-functional teams that encourage you to learn and grow.
• History of 0-1 process and program creation where you find problems, prioritize, and solve them with minimal oversight
• Ability and willingness to travel up to 30% of the time, both domestically and internationally, to meet with clients, attend industry events, and support remote teams.
• Based in NYC with the ability to work from our Brooklyn office.

Our Perks:

• Competitive PTO (21 days) + sick days (7) + 8 observed US-company holidays.
• 100% employer-paid health benefit options (Medical, dental & vision insurance) for you and your dependents.
• FSA or HSA (pending on selected health insurance).
• Thoughtful Parental Leave Policy.
• Corporate wellness programs with OneMedical, Teladoc, Talkspace, EAP.
• Career growth opportunities at a rapidly expanding, global technology company in an emerging field with personalized professional development.
• Pre-tax Commuter Benefits.
• Salary and seniority level commensurate with experience (range: $129-150k)