Head of Customer Success
You will own relationships with strategic B2B clients, lead onboarding and go-live, monitor account health, and run business reviews. You will build the Customer Success function, resolve technical and operational issues, manage incidents, drive renewals and expansion, and translate customer feedback into product insights.
Responsibilities
- Own relationships with strategic B2B clients
- Manage onboarding and go-live for new accounts
- Monitor account health and address churn or dissatisfaction risks
- Run business reviews and strategic check-ins
- Build and expand the Customer Success team
- Own inbound client queries and resolve technical and operational requests
- Manage production incidents from detection through resolution
- Build account plans to drive upsell, cross-sell, volume growth and use case adoption
- Own renewals and commercial negotiations
- Report on portfolio revenue, retention and expansion performance
- Manage client communications, newsletters and product updates
- Translate client feedback and market signals into product briefs
- Maintain CRM pipeline data and account records
Requirements
- 5+ years in Customer Success
- Recent experience as a function lead or head
- Experience owning and meeting OKRs or targets
- Relationship management, upselling and commercial proposition experience
- Strong understanding of blockchain fundamentals, stablecoins, wallets, exchanges or crypto payment flows
- CRM experience, including Pipedrive
- Metabase and SQL experience
- Based in Europe
- Fluent English
Benefits
- Quarterly in-person team meetups at global locations