Program Manager – Customer Success

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Take ownership of the entire lifecycle of strategic ecosystem accounts, from initiation to delivery, renewal, and growth.

• Act as the main point of contact and trusted advisor for each client.

• Lead client kickoff meetings and manage project scope through a structured change-order process.

• Supervise the complete audit delivery process, including quality checks and publishing.

• Proactively identify and escalate risks to internal leadership.

• Manage engagement governance, including RASCI matrices, workstream structures, engagement models, cadence, and reporting metrics.

• Maintain milestone plans, scope/MVP definitions, RAID logs, risk and compliance registers, and other program documentation.

• Create executive-level status reports for clients and internal stakeholders.

• Coordinate architecture and requirements discussions with client engineering teams.

• Oversee delivery across audit and engineering teams, managing backlogs, sprints, and stage gates.

• Provide formal go/no-go recommendations at critical milestones.

• Manage technical dependencies, including repository access, audit cycles, vendor onboarding, and any contractual or SOW-related obstacles.

• Align delivery timelines and technical specifications with third-party infrastructure providers and collaborators.

• Facilitate stakeholder coordination, dependency mapping, risk management, and regulatory readiness governance.

• Keep account intelligence updated regarding ecosystem goals, technology stacks, governance, roadmaps, and funding landscapes.

• Collaborate with Sales, Secure Development, Security Services, and Growth on upsells, renewals, recurring revenue, subscriptions, and go-to-market strategies.

• Conduct high-level reviews of codebases for estimation and engage in technical discussions with client engineering teams.

• Monitor resource utilization, allocation, delivery metrics, and ensure timely delivery.

• Utilize GitHub, Notion, Slack, HubSpot, and internal automation tools to enhance workflow efficiency.

• Deliver outstanding client care across all account interactions.

⛳️ Requirements

• 5+ years of experience in Technical Program Management, Technical Account Management, Customer Success, Engagement Management, Solutions Architecture, or a similar customer-facing technical role.

• Demonstrated ability to manage complex, multi-stakeholder technical delivery on time and within scope, and to oversee a book of business with renewal and expansion responsibilities.

• A technical background adequate for reviewing code at a high level for estimation and engaging in credible discussions about smart contract architecture.

• In-depth understanding of blockchain ecosystems, L1/L2 infrastructure, and open-source business models.

• A genuine passion for the blockchain domain.

• Proficiency in reading Solidity or Rust, or possess hands-on experience in cybersecurity.

• Exceptional skills in building relationships.

• Experience in managing renewal cycles, negotiating change orders, and crafting account expansion strategies.

• Ability to handle multiple complex engagements simultaneously across various stakeholders and time zones.

• Advanced English proficiency with strong written and verbal communication skills.

• Comfortable presenting to a CTO and CFO in the same meeting.

• Advanced knowledge of GitHub, Notion, Linear, Slack, and HubSpot.

• Comfortable working in a fully remote, asynchronous, globally distributed environment.

🏝️ Benefits

• Company gatherings around the globe.

• Fully remote work environment.

• Flexible time-off policy.

• 8 weeks of paid leave for primary caregivers.

• 4 weeks of paid leave for secondary caregivers.

• One-time $3,600 baby bonus.

• Up to $500 in support for home office equipment.

• Medical insurance coverage.

• Opportunities for learning and development.

• Monthly stipend for a preferred co-working space.

• Paid work test (up to 20 hours of compensated work).