Customer Success Manager

Summary

Join Figment, a leading provider of blockchain infrastructure solutions, as a Customer Success Manager for the EMEA region. You will manage client relationships, drive retention, and ensure customer satisfaction for our institutional clients across Europe, the Middle East, and Africa. This role involves onboarding new clients, providing platform training, resolving technical issues, and collaborating with cross-functional teams. The ideal candidate possesses 5+ years of customer success experience in fintech or digital assets, a strong understanding of blockchain technology, and excellent communication skills. Figment offers competitive benefits, a focus on personal career development, and a positive work culture. Compensation details will be discussed during the interview process.

Requirements

• 5 years of customer success or account management experience in fintech or digital assets
• Strong understanding of blockchain technology and proof-of-stake networks
• Experience working with institutional clients such as asset managers, exchanges, or custodians
• Excellent communication skills with the ability to explain technical concepts clearly
• Strong project management and organizational abilities
• Fluency in English required

Responsibilities

• Manage onboarding of new clients, including introduction calls and organising cross-functional teams
• Set up and maintained reporting and rebates for institutional clients
• Guide customers through the Figment app and provide comprehensive platform training
• Answer inbound questions regarding Figment products, staking, billing, reporting, and new network support
• Schedule and conduct regular client meetings to maintain strong relationships
• Manage wallet address configurations and technical documentation
• Coordinate with cross-functional teams (DevOps, Product, Sales) to resolve technical issues and implement customer feedback
• Deliver protocol-specific content and network updates to customers
• Handle support documentation requirements

Preferred Qualifications

Additional European or any other languages are a plus

Benefits

• Competitive benefits
• Focus on personal career development
• Positive work culture