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Allium · 3 weeks ago

Customer Success Manager

United States

Full-time

Remote

Senior Level

5+ years exp

Allium is a company that focuses on making blockchain data accurate, simple, and fast. As a Customer Success Manager, you will own and scale the post-sales customer experience, ensuring customers maximize their success with Allium's blockchain data infrastructure while managing a significant book of business.

AnalyticsBlockchainCryptocurrencyData IntegrationData ManagementInfrastructureMachine Learning

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

Qualification

Customer Success StrategiesBlockchain ExpertiseExecutive Relationship ManagementCustomer Health ScoringRevenue ExpansionCommunication SkillsCross-Functional CollaborationTeam Leadership

Required

5+ 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

Preferred

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

Benefits

Medical, Dental, Vision, Life and AD&D insurance - US folks get 100% coverage for Gold plans, 80% for dependents

Ownership - Meaningful early-stage equity. Every full-time employee receives a stock option grant so you can share directly in Allium's upside

Time off - Flexible, trust-based paid time off. We encourage people to take the rest they need. In every country we hire, our policies meet or exceed local statutory vacation requirements

Retirement - Company sponsored 401(k) plan in US so you can save pre-tax for the long term