Customer Success Lead

Summary

Join Dune, a leading crypto data analytics platform, as our Customer Success Lead! This remote role, based in the US East Coast (EST) or Europe West (GMT or CEST), focuses on managing enterprise accounts and driving revenue through retention and upsell. You will directly manage key accounts, lead a small technical support team, and collaborate with sales and product teams. The ideal candidate possesses extensive experience in customer success and account management, with a proven track record in managing enterprise accounts and achieving results in retention, expansion, and upsell. Dune offers a competitive salary and equity package, along with excellent benefits including generous PTO, remote work flexibility, comprehensive health insurance, paid parental leave, and opportunities for professional development.

Requirements

• 7+ years of experience in customer success, account management, or similar customer-facing roles, with at least 2 years as a first-line manager
• Proven track record of managing enterprise accounts and achieving results in retention, expansion, and upsell
• Experience in early-stage startups, ideally in blockchain, Web3, or SaaS
• Familiarity with blockchain data, Web3 developer tools, or crypto-related APIs
• Based in the US East Coast (EST) or Europe West (GMT or CEST)

Responsibilities

• Own the customer lifecycle from smooth onboarding, activation, expansion, retention, and upsell across various customer segments
• Build and nurture relationships with enterprise accounts, acting as the primary point of contact
• Collaborate with sales and product teams to identify and execute upsell and cross-sell opportunities
• Establish and refine scalable processes and a customer success playbook
• Provide actionable feedback to internal teams to improve product offerings and the overall customer experience

Benefits

• A competitive salary and equity package
• Our employee equity scheme has world-class employee-friendly terms with a heavily discounted strike price (~90%) and a 10-year exercise window
• 5 weeks PTO + local public holidays (that can be swapped to suit you)
• A fully remote-first approach within a distributed team with flexible working hours; you structure your own day
• Good health is important, so we offer private medical insurance, dental & vision as standard
• We believe in paid parental leave to help you celebrate this important milestone, transition to your new life, and bond with your new baby. We offer 16 weeks to primary caregivers and 6 weeks to secondary caregivers, fully paid. Plus a 2-week part-time phased return at full pay to help you get used to your new (and slightly more complex!) schedule
• Quarterly offsites in various exciting locations as a company or team to connect, work together and have fun
• On top of this each person gets a yearly travel allowance to connect and co-work with someone or a team of people for a few days
• An allowance for your at-home setup, to ensure you are happy, comfortable and productive. If you prefer a local co-working space, we’ll pay for your desk