Customer Success Lead

Summary

Join Conduit, a leading onchain compute company, as their Customer Success Lead. You will own the post-sales customer experience, ensuring customers maximize the value of their infrastructure. This strategic role involves managing a diverse portfolio of enterprise and digital-first accounts, collaborating with various teams, and developing scalable processes. You'll report to the Sales Leader, oversee a portfolio generating $5M+ in ARR, and have the opportunity to build and scale the Customer Success team. The ideal candidate has 5+ years of experience in Customer Success or Account Management, preferably in B2B SaaS or infrastructure, and a proven track record of driving renewals and expansion revenue.

Requirements

• 5+ years in Customer Success, Account Management, or similar roles, preferably in B2B SaaS or infrastructure
• You have owned or helped with scaled forms of customer success
• You’re an experienced startup operator and have success and failure stories you’ve learn from along the way
• Experience managing both large enterprise accounts and setting up smaller digital-first accounts management processes
• Proven track record of driving renewals and expansion revenue across a portfolio of accounts

Responsibilities

• Own the entire post-sales experience, including our onboarding program, adoption, renewals, and identifying expansion opportunities
• Manage our portfolio of enterprise and digital-first accounts
• Collaborate with Sales to expand revenue through upsells, cross-sells, and custom product offerings
• Provide feedback to Product on key customer requirements, influencing product roadmap priorities to enhance the customer experience
• Act as the voice of the customer by providing insights to Product, Sales, and Engineering teams

Preferred Qualifications

• You’ve worked with highly technical products and customers
• Experience in blockchain , Web3 , or infrastructure-related SaaS products
• You understand blockchain rollup architecture and the trade-offs between various designs and implementations at a deeply technical level