Turnkey · 3 days ago
Head of Customer Success
NYC HQ
Full-time
Onsite
Lead/Staff, Director/Executive
5+ years expTurnkey is a company focused on enhancing customer experience through their platform, and they are seeking a Head of Customer Success to build and lead their post-sales function. The role involves overseeing customer interactions post-launch, ensuring smooth integrations, and developing a high-performing team to manage customer success and technical support.
BlockchainCryptocurrencyCyber SecurityDeveloper APIs
Responsibilities
Lead Turnkey’s customer team, spanning customer success and technical support functions
Define and implement post-sales processes — onboarding, support, and account management — that deliver exceptional customer outcomes
Set, track, and report on key metrics such as customer health, response time, NPS, churn, and expansion
Serve as an escalation point for complex technical or operational issues and work directly with customers when needed
Partner with Product and Engineering to surface recurring issues, product feedback, and feature requests
Hire, mentor, and grow a team of customer success managers and technical support engineers as the company scales
Build and maintain internal systems for ticketing, reporting, and documentation to ensure efficiency and visibility
Drive proactive engagement with customers, identifying expansion opportunities and building long-term relationships
Contribute to the overall customer experience strategy, aligning closely with leadership on company-wide goals
Qualification
Required
5+ years of experience in customer success, support, or post-sales leadership in a technical B2B environment
Deep understanding of developer or API-driven products, with enough technical fluency to debug issues or guide support teams effectively
Proven ability to build or scale a customer function from scratch — processes, playbooks, metrics, and hiring
Excellent communication and stakeholder management skills; you can move seamlessly between customer calls and leadership discussions
Strong operational instincts — you know how to measure, optimize, and automate without losing the human touch
High standards for customer experience and accountability — you set the tone for the team and lead by example
Comfortable working cross-functionally with engineering, product, and go-to-market teams in a fast-paced environment
Preferred
Experience leading customer teams at a high-growth infrastructure or developer-platform company
Background in crypto, fintech, or other high-security, high-stakes products
Experience with metrics dashboards (Grafana, HubSpot, etc.) and data-driven decision-making
Technical curiosity — you enjoy understanding how things work and helping customers use them better
Track record of building tight feedback loops between customers and product teams
Benefits
Full benefits, including medical, dental, vision, life, disability, HSA/FSA, 401(k)
Paid parental leave
Unlimited PTO
$3,000/yr learning and development budget to attend industry conferences
Multiple team offsites per year
Macbook Pro laptop
Lunch stipend
Company
Turnkey
Turnkey is a crypto wallet infrastructure company that enables embedded wallets and automates onchain transactions through APIs.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$52.5MKey Investors
Bain Capital CryptoSequoia Capital
2025-06-09Series B· $30M
2024-04-23Series A· $15M
2023-03-22Seed· $7.5M
Leadership Team
Bryce Ferguson
Co-Founder & CEO
J
Jack Kearney
Co-Founder
Recent News
2026-01-23
2026-01-23
Company data provided by crunchbase