Customer Success Manager

Location

USA, Canada, Portugal, Costa Rica, Uruguay , Mexico , Spain, Ireland

Employment Type

Full time

Location Type

Remote

Department

Go To Market

Quicknode is a cloud-based infrastructure company that powers the blockchain ecosystem.

Our mission is to be the indispensable utility that empowers companies and innovators globally to build next-generation, Web3 enabled businesses & applications using blockchain technology. Quicknode is backed by some of the world's best investors including Tiger Global, Y Combinator, Soft Bank, and the Seven Seven Six Fund. The Quicknode team has over 120 people maintaining high performance global data infrastructure for amazing customers serving billions of requests daily.

We are a global remote company with an HQ in Miami, Florida.

As a Customer Success Manager at Quicknode, you will be responsible for nurturing our top accounts to drive greater adoption, satisfaction, and expansion revenue through technical guidance, thought leadership, and best practices. You will be working directly with many of our top customers to help enable their success. You’ll jump headfirst with customer onboarding, adoption, education, and ongoing advisory and nurture.

• Lead and manage the onboarding process for new customers, ensuring smooth setup and integration of Quick Node’s services.

• Oversee the successful implementation of blockchain solutions, working with customers to tailor our offerings to their specific needs.

• Manage quarterly strategic plans per customer to track progress and opportunities to drive revenue goals.

• Provide hands-on assistance and consultative guidance to ensure customers leverage Quick Node’s platform to its fullest potential.

• Act as the primary point of contact for customers during implementation, managing timelines, deliverables, and key milestones.

• Coordinate cross-functional teams internally (technical, product, engineering) to ensure customer requirements are met on time.

• Drive continuous process improvements to streamline implementations and enhance customer satisfaction.

• Build strong, long-term relationships with clients to ensure continued success and satisfaction with Quick Node’s products.

• Actively identify opportunities for upselling and cross-selling Quick Node’s services, working with the Sales team to drive expansion.

• Monitor customer usage, track performance metrics, and proactively address potential issues before they impact the customer experience.

• Leverage your deep understanding of blockchain to offer strategic advice and troubleshooting support to clients.

• Stay up-to-date on the latest developments in the blockchain ecosystem to help clients navigate the rapidly changing landscape.

• Educate customers on best practices for building and scaling decentralized applications.

• 2+ years of Customer Success facing experience in a hyper-growth environment.

• 1+ years experience in Blockchain.

• Experience working at a start-up.

• Experience updating customer notes and stages in a CRM tool.

• You have experience proactively managing a variety of customer relationships from launch to go-live, through renewal and the entire lifecycle in between including relevant expansion targets.

• Understanding of partner relationships and ability to influence actions and outcomes.

• You are obsessed with customer success and believe your number one responsibility is the best interests and growth enablement of your customer. You are comfortable with creating success plans to track customer outcomes while developing a deep understanding of their business goals, initiatives, and use cases to support both short and long-term goals and then realizing those into solid tangible outcomes.

• Ability to lean on a strategic mindset, you are well adept at building and executing comprehensive success plans for complex customers.

• High integrity, humble, and a team-first mentality. Impact over ego-driven.

• You work well under pressure, are a results-oriented individual, and you are a team player.

• Experience working with a technical product and aptitude to learn complex technical concepts.

• Ability to document stages and hit key deadlines for renewals and expansions.

• Business acumen…