Legacy is an easy-to-use, non-custodial Web3 wallet designed to protect digital assets through beneficiary protection and seamless DeFi access. Users can swap across chains, earn yield in one click, and safeguard wealth for the next generation.

Legacy is built by the team behind Decentralized Masters - a profitable $50M+ education and investment ecosystem with 4,000+ high-net-worth investors.

We’ve launched. Demand is strong. Now we need someone to own the post-acquisition customer journey and turn users into long-term, high-LTV subscribers.

About the Software Division

We are building a portfolio of software products inside the Decentralized Masters ecosystem, including:

Legacy Wallet – a non-custodial Web3 wallet with beneficiary protection and seamless DeFi access
Trading Bot – automated crypto execution tools for serious investors
Future fintech and investor infrastructure tools

We are now building the retention and lifecycle engine that will power long-term recurring revenue across all products.

About the Role

This is not a traditional Customer Success role.

This is a multi-product SaaS lifecycle and revenue operations role.

You will own the entire post-acquisition customer journey across:

Legacy Wallet
Trading Bot
Any future subscription-based software we launch

Your mission:

Reduce churn
Increase activation
Grow LTV
Build scalable retention systems across products

You operate at the intersection of:

Data
Product
Lifecycle marketing
Subscription analytics
Customer health scoring
AI-powered workflow optimization

What You Will Own

Full Multi-Product Customer Lifecycle Ownership

Own the lifecycle across all software products:
Onboarding → Activation → Engagement → Retention → Upsell → Reactivation
You will:

Design product-specific onboarding journeys
Run onboarding/offboarding calls for high-value subscribers
Build lifecycle email sequences and automation flows per product
Segment users across product lines
Create proactive churn-reduction frameworks
Personalize journeys based on behavior and usage

SaaS Analytics & Revenue Optimization (Across Products)

You must be deeply comfortable with:

MRR tracking (per product + consolidated view)
Churn analysis (logo churn & revenue churn)
Cohort analysis
LTV optimization
Activation rate tracking
Retention curves
Expansion revenue metrics

You will:

Build dashboards across PostHog, HubSpot, Whop (and future tools)
Reconcile data across platforms that don’t sync cleanly
Create product-level and portfolio-level reporting
Develop and maintain a Customer Health Index (CHI) per product
Identify churn risks early and build intervention playbooks
Deliver weekly revenue + retention insights to founders

AI-Driven Lifecycle & Operations

We are AI-forward.
You must:

Actively use AI tools to automate lifecycle workflows
Build AI-assisted onboarding flows
Automate support triage and response routing
Use AI for churn prediction insights
Continuously experiment with tools that improve operational efficiency

Scalable Systems & Process Building

You will build the entire CS/Lifecycle infrastructure across products.
This includes:

Customer Success playbooks per product
Tiered engagement models (C → B → A users)
Customer Health Index frameworks
Escalation pathways
Community engagement systems
Cross-product upsell triggers
Feedback loops into Product & Engineering

Strategic Support Oversight (Portfolio-level)

You will:

Oversee inbound support systems across products
Ensure tone, clarity, and trustworthiness
Handle complex or high-value escalations
Improve automation so support becomes increasingly self-serve
Build scalable documentation and knowledge systems

Requirements

What You Bring

Must-Haves

2–6 years in SaaS Customer Success, Lifecycle, Growth, or Revenue Operations
Strong understanding of subscription economics
Experience working across multiple product lines (preferred)
Proven experience reducing churn and increasing LTV
Highly analytical and comfortable working with raw data
Experience building dashboards and interpreting cohort analysis
AI-native - actively using AI to improve output
Comfortable building systems from zero
Strong written communication

Strong Bonus

Fintech / Crypto / Web3 experience
Experience with HubSpot, PostHog, Whop, Circle
Experience building Customer Health Index models
Experience reconciling messy data across tools
Experience in multi-product SaaS environments

Benefits

What We Offer

Competitive salary + performance-based incentives tied to retention & LTV improvement
Direct exposure to founders
Ability to shape the entire customer success function
Remote work
High ownership, high-impact role
Growth into Head of Lifecycle / CS Operations / Revenue Ops

Customer Success & Lifecycle Operations Manager

EMEA, LATAM

Remote

Mid-level

Decentralized Masters