Vice President or Director of Customer Success, ZEBEDEE
Bitcoin transaction software for games
Open for applications
Bitcoin transaction software for games
21-100 employees
Open for applications
21-100 employees
Company mission
To power real economies in virtual worlds.
Role
Who you are
- 7+ years of experience in Customer Success, Account Management, or a similar client-facing role for a technical product or solution
- 5+ years of experience in service roles supporting the mobile gaming industry, with a strong understanding of industry-specific challenges and opportunities
- Ideally 3+ years of experience working with FinTech or payments solutions, particularly in API- or SDK-driven environments
- Proven track record of building and leading high-performing teams, including hiring, training, and performance management
- Strong technical proficiency, particularly with APIs, SDKs, and embedded payment technologies
- Hands-on experience with improving utilization and effectiveness of CRM tools (e.g., HubSpot) and customer support platforms (e.g., Intercom)
- Working knowledge of SQL and experience using data visualization tools to extract insights and drive decision-making
- Exceptional communication skills with the ability to influence and build trust with executive-level stakeholders as well as day-to-day contacts, both internally and externally
- Strong organizational skills and a high degree of accountability, with the ability to balance strategic planning and operational execution
- Prior experience working in a growth-stage startup, with comfort navigating ambiguity and fast-paced environments
What the job involves
- BD is seeking a Customer Success leader at the VP or Director level to drive the onboarding, integration, and long-term success of our next wave of developer partners
- This individual will be the primary point of contact for managing customer relationships, ensuring each partner is onboarded efficiently, supported effectively, and empowered to deliver value through ZBD’s platform
- Initially joining as an individual contributor, this person will lay the groundwork for a scalable Customer Success function, with the opportunity to build and lead a team as ZBD’s B2B operations continue to expand
- In this highly cross-functional role, you will collaborate closely with the Business Development team to transition new customers from sales prospects to active, integrated users of ZBD’s SDK and API
- You will serve as the voice of the customer internally—partnering with Product, Engineering, Compliance, and Marketing to drive feature adoption, reduce friction, and deliver an exceptional user experience
- Externally, you will act as a trusted advisor to our developer partners, offering proactive recommendations to improve performance and identifying opportunities to expand their use of ZBD’s products and services
- Scale ZBD’s B2B and Customer Success functions by helping to build the foundations for a world-class post-sales organization during a high-growth phase
- Play a critical role in designing scalable processes (leveraging AI tools and systems where appropriate), defining success metrics, and delivering exceptional value to our partners
- Evaluate and optimize the developer onboarding journey, identifying key friction points and opportunities for efficiency
- Design and implement strategies to improve the onboarding experience, reduce developer ramp-up time, and minimize internal resource burden
- Build strong, trust-based relationships with developers and key stakeholders at partner organizations
- Customize onboarding materials and engagement strategies to align with each partner’s business model, technical needs, and goals to accelerate time to value
- Create and maintain onboarding documentation, technical resources, and educational content that support adoption of ZBD’s API, SDK, and other platform features
- Champion the value of ZBD in all developer interactions, ensuring partners are fully utilizing the platform and aware of its evolving capabilities
- Identify upsell opportunities and promote additional ZBD products and services that enhance customer outcomes and platform performance
- Act as the primary customer interface, serving as the first point of contact for technical issues, feedback, or feature requests
- Triage issues, coordinate with internal teams to resolve bugs, and proactively communicate updates to customers
- Collaborate cross-functionally to advocate for customer needs, influence product roadmaps, and improve customer-facing processes
- Translate feedback into actionable insights
- Own the customer escalation process, including managing complex issues and complaints while ensuring timely resolution and reinforcing ZBD’s brand in every interaction
- Implement a metrics-driven reporting framework to provide visibility into customer health, onboarding progress, and success KPIs at all levels of the organization
- Develop strategic growth plans for top-tier clients, identifying ways to scale adoption, expand use cases, and deepen relationships over time
- Manage outbound communications with customers, including product updates, feature releases, events, and key announcements
- Ensure messaging is timely, relevant, and well understood
- Partner with internal teams (Product, Engineering, Marketing, Sales) to align on client needs, prioritize feature requests, and inform go-to-market strategy with real-world insights from the customer base
Application process
- Stage 1: Applied
- Stage 2: Meet-and-Greet
- Stage 3: Technical Interview
- Stage 4: Offer
Our take
Over the last few years, gaming and cryptocurrency have become more closely linked, and ZEBEDEE wants to lead the market in providing seamless crypto payment integration within games.
It offers instant, in-game, playable transactions with Bitcoin and provides both tools for developers and an app for gamers, which acts as your wallet and allows for transactions between different games and players.
Although the market has its share of heavyweights, ZXEBEDEE stands apart from competitors like Magic Eden, which focuses on NFT marketplaces with integrated gaming and blockchain features. ZEBEDEE, on the other hand, is built from the ground up as gaming software and has already garnered significant backing from industry giant Square Enix. With such strong support and a clear vision, the future looks bright for ZEBEDEE.
Steph
Company Specialist at Welcome to the Jungle
Insights
41% employee growth in 12 months
Trustpilot (1.8)
Company
Funding (2 rounds)
Jul 2022
$35m
SERIES B
Sep 2021
$11.5m
SERIES A
Total funding: $46.5m
Company HQ
Hoboken, NJ
Leadership
Simon Cowell
(Co-Founder & CEO)A former Investment Analyst at Pricoa Capital Group and Investment Manager at Oxford University Endowment Management. They were also Head of Corporate Development at Bitstamp, and Director of Block Explorer.
André Neves
(Co-Founder & CTO)They were a Software Engineer at Lifion and Capsule8, before becoming Director of Engineering at Big Human. Alongside Zebedee, they are Co-founder and Director of Partnerships at Vinteum.
Christian Moss
(Co-Founder & Head of Gaming)Formerly a Freelance Bitcoin and Gaming Software Developer who worked for Madelduck and Indie Square.
Share this job
View 6 more jobs at ZEBEDEE