Founding Customer Success Manager

Summary

Join Allium, a company revolutionizing blockchain data access, as their Founding Customer Success Manager. You will be responsible for scaling the post-sales customer experience, ensuring customers maximize the use of Allium's blockchain data infrastructure. This high-impact role involves onboarding enterprise customers, optimizing customer health and retention, and developing expansion strategies. You will manage a significant book of business and play a key role in building Allium's Customer Success team. The position requires strong collaboration with various teams, including Sales, Product, and Engineering, to align customer outcomes with company strategy. You will be crafting a world-class Customer Success motion for next-generation Web3 companies. This is a strategic role at the intersection of Customer Success, Product, Sales, and Engineering.

Requirements

• 7+ 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

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

Preferred Qualifications

• 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
• Strategic Customer Success Program Development
• Revenue Expansion and Renewals
• Blockchain and Web3 Infrastructure Expertise
• Executive Relationship Management
• Customer Health Scoring and Risk Management
• Product-Led Customer Advocacy
• SaaS and Infrastructure GTM Strategy

Benefits

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