Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Create engaging presentations, assist the Business Development team, pre-configure demo stands to showcase customer use cases, and conduct the demonstrations.

• Oversee the post-contract activation process, which includes preparing and facilitating key technical ceremonies.

• Assist clients in understanding infrastructure requirements and prerequisites, ensuring all stakeholders are ready for activation milestones.

• Manage client invitations, application configurations, and initial setup of workspaces.

• Conduct structured onboarding sessions to ensure clients comprehend the product's features, safe versus restricted actions, and how to achieve their business goals.

• Convert client-specific business scenarios (e.g., intricate approval flows, role management, or transaction policies) into the product's policy engine.

• Facilitate real-time configuration sessions, providing supportive guidance as clients set up in their production environments.

• Serve as the main point of contact for long-term success, performing regular check-ins to assess usage, gather feedback, and identify potential risks or opportunities for expansion.

• Collaborate with Product and Engineering teams to turn client feedback into actionable UX/UI enhancements.

⛳️ Requirements

• Proven experience in the financial services industry.

• Over 5 years in Customer Success, Technical Account Management, Implementation Management, or Solution Consulting for enterprise-grade, technically intricate software.

• Understanding of complex security concepts (e.g., Key Ceremonies, PEDs, HSM/HSC, policy engines).

• Outstanding capability to lead live screen-sharing sessions and cross-functional calls with diverse stakeholders.

• Experience in analyzing business processes and translating findings into policies, instructions, and guidelines.

• Proven ability to manage multi-week onboarding projects and track milestones effectively.

• Skill in interpreting complex technical documentation and simplifying it into actionable guidance for non-technical stakeholders.

🏝️ Benefits

• Stay Safe from Job Scams.

• All official Blockstream communications will originate from an @blockstream.com email address.

• We will never request sensitive information or ask you to purchase equipment during the hiring process.

• Feel free to reach out to us at hr@blockstream.com for any inquiries.