Head of Customer Success
Own strategic B2B client relationships, lead onboarding and go-live, 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