Customer Success Manager, Allium

• 5+ 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
• Experience building community-driven success programs (e.g., superuser programs, ambassador networks, decentralized governance touchpoints)
• 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

Desirable

• As a Customer Success Manager at Allium, you will own and scale our post-sales customer experience, ensuring customers maximize their success with Allium's blockchain data infrastructure
• You won’t just manage accounts — you’ll craft a world-class Customer Success motion purpose-built for the next generation of Web3 companies
• This is a high-impact, strategic role that sits at the intersection of Customer Success, Product, Sales, and Engineering
• You'll be responsible for onboarding high-value enterprise customers, optimizing customer health and retention, and building expansion strategies across a diverse portfolio of users — from large institutions to fast-moving digital-native teams
• You'll directly manage a $5M+ ARR book of business and play a pivotal role in growing Allium’s Customer Success team and programs from the ground up
• 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