As the Founding Customer Success Manager at Allium, you will own and scale our post-sales customer experience, ensuring customers maximize their success with Allium's blockchain data infrastructure. You won’t just manage accounts — you’ll craft a world-class Customer Success motion purpose-built for the next generation of Web3 companies.

This is a high-impact, strategic role that sits at the intersection of Customer Success, Product, Sales, and Engineering. You'll be responsible for onboarding high-value enterprise customers, optimizing customer health and retention, and building expansion strategies across a diverse portfolio of users — from large institutions to fast-moving digital-native teams.

You'll directly manage a $5M+ ARR book of business and play a pivotal role in growing Allium’s Customer Success team and programs from the ground up.

Responsibilities

End-to-End Customer Journey: Own onboarding, product adoption, training, renewals, advocacy programs, and expansion across your accounts.
Strategic Success Planning: Design and implement scalable Customer Success strategies that align with customer lifecycle stages and revenue goals.
Expansion Leadership: Partner closely with Sales to drive upsells, cross-sells, and identify new revenue opportunities inside accounts.
Executive Alignment: Build and nurture executive relationships with key customer stakeholders and act as a trusted strategic advisor.
Product Collaboration: Translate customer feedback into actionable product insights and prioritize features that drive stickiness and revenue growth.
Customer Health Metrics: Build and own a comprehensive health scoring system to monitor adoption, engagement, and at-risk accounts.
Process and Playbook Development: Create frameworks, QBR templates, customer education programs, and proactive engagement models.
Customer Advocacy: Turn successful customers into advocates through case studies, references, and participation in product advisory boards.
Team Leadership (Future): Contribute to the early hiring, mentoring, and scaling of the Customer Success organization as Allium grows.

Qualifications

7+ years in Customer Success, Account Management, or Strategic Partnerships, including building or scaling CSM teams and systems.
Deep experience in Web3, blockchain, or infrastructure-as-a-service products, with a proven understanding of developer workflows, blockchain architectures, and the unique nuances of decentralized ecosystems.
Track record of developing and executing Customer Success strategies that drive adoption, retention, and expansion at scale.
Strong operational chops: you’ve built success metrics, account plans, onboarding frameworks, and customer journey maps.
Experience managing both large enterprise accounts (multi-stakeholder, complex deployments) and high-velocity digital-first users.
Deep understanding of customer health modeling, risk mitigation, success planning, and executive stakeholder management.
Success in early-stage environments, with the ability to balance structure-building with day-to-day account management.
Ability to work cross-functionally with Product, Engineering, Sales, and Marketing to align customer outcomes with company strategy.
Exceptional communication skills — comfortable operating at both the technical level and the executive boardroom level.

Bonus Points

You've worked at an early-stage blockchain, crypto, or decentralized infrastructure company.
Experience building community-driven success programs (e.g., superuser programs, ambassador networks, decentralized governance touchpoints).
Prior experience in building Customer Education programs — documentation, webinars, and customer enablement initiatives.
Exposure to open-source projects or developer ecosystems as customers.

Skills

Strategic Customer Success Program Development
Revenue Expansion and Renewals
Blockchain and Web3 Infrastructure Expertise
Executive Relationship Management
Customer Health Scoring and Risk Management
Product-Led Customer Advocacy
SaaS and Infrastructure GTM Strategy

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Founding Customer Success Manager

Anywhere in the world

Remote

Senior

Allium