Director, Customer Success

Blockchains will only consider candidates who reside in the U.S. and do not require any VISA support.

OUR VISION

In the new and exciting world of the decentralized internet, otherwise known as Web3, it is an individual’s fundamental right to own and control their digital identity. To ensure that the individual is paramount in Web3, we are developing a suite of applications to enable everyone to safely engage, take part, and transact in the emerging, decentralized world of the internet. Our platform centers on Web3 Identity and leverages that identity to provide individuals with secure digital asset storage and recovery, access to decentralized finance, the ability to prove ownership of their creations, and gateways to digital interactions and experiences – all to empower and benefit every Web3 user.

We believe that the decentralized nature of Web3 creates an opportunity for everyone to challenge the digital status quo—to own and control their identity, data, finances, creations, and future. This is the chance to get it right – to rally a movement of individuals so Web3 belongs to everyone, not to trillion-dollar companies. To fulfill this vision, we are seeking dynamic people who want to join us in leading the way to this new world.

WHAT YOU WILL DO

As Director, Customer Success at Blockchains, you will spearhead the establishment of the company’s customer success department. This strategic and operational role will be pivotal in shaping the foundation and direction of Blockchains’ customer success initiatives. You will be entrusted with crafting a comprehensive customer success strategy, defining key performance metrics, and eventually, developing a high-performing team. You will passionately embrace building a customer-centric culture that fosters strong relationships, product adoption, and customer advocacy while driving customer satisfaction, retention, and growth. Responsibilities include, but are not limited to:

• Developing and executing the customer success strategy, defining goals, KPIs, and engagement plans
• Developing, executing, and managing a customer NPS program
• Owning tool selection, setup, and management for efficient customer support and engagement
• Defining messaging workflows, templates, and rules for personalized communications
• Crafting proactive messaging and responses to guide users and provide support
• Leading customer success initiatives and programs for proactive relationship building
• Serving as the primary customer service representative, guiding customers throughout their journey
• Cultivating strong relationships with key customers, driving value and satisfaction
• Prioritizing and overseeing issue resolution for exceptional experiences
• Understanding technical workflows and utilizing engagement and escalation models to inform engineering of technical issues, ensuring timely resolution, and effective communication with customers
• Building a customer-centric culture and fostering advocacy and loyalty
• Gathering feedback and deriving insights to optimize the customer experience
• Utilizing insights to influence product development and enhancements
• Collaborating cross-functionally to proactively address risks impacting customers
• Tracking and analyzing metrics, preparing reports, and updating stakeholders
• Establishing structured communication for stakeholders
• Collaborating with cross-functional teams, aligning customer success with business goals.
• Integrating support tools into product applications
• Co-developing user documentation for effective product use
• Defining and documenting processes for seamless collaboration
• Cultivating an efficient and cohesive customer success team when the time comes; overseeing hiring, training, and management

WHAT YOU WILL NEED TO SUCCEED

As an agile self-starter, you thrive in dynamic environments and possess the drive to take ownership and accountability for projects right from day one. You possess a proven track record of building customer success departments and leading successful strategies, particularly in technology-driven environments. Your expertise in crafting and executing customer success strategies has resulted in driving high customer satisfaction, retention, and growth. Your strategic thinking and proactive approach to problem-solving ensure successful outcomes. With an analytical mindset, you excel in gathering and interpreting customer data to inform decision-making and strategy development.

Your strong customer relationship management and communication skills enable you to build trust and rapport with customers effectively. You are a key champion of Blockchains’ commitment to put the individual first, consistently serving as the voice of the customer.

YOUR EDUCATION AND