Customer Success Manager

About Blockaid

Blockaid is at the forefront of enabling trust in the blockchain and Web3 ecosystem. Our mission is to provide unparalleled security and trust solutions that safeguard assets and ensure the integrity of on-chain interactions. We are building a platform that secures digital wallets, smart contracts, tokens, and externally owned accounts (EOAs) by providing real-time detection, monitoring, and response capabilities.

As a company in rapid growth mode, we are expanding our customer base and building out our team to meet new challenges and opportunities. By joining Blockaid, you’ll be part of a winning team that values innovation, customer success, and continuous improvement. As our first Customer Success Manager, you will have a unique opportunity to shape the customer success function from the ground up, grow with us as we expand our footprint in the industry, and make a significant impact in the Web3 security space. This role is perfect for a proactive, strategic thinker who thrives in a dynamic, fast-paced environment.

Key Responsibilities:

• Customer Onboarding: Lead new customers through a seamless onboarding process, ensuring they are fully equipped to succeed with Blockaid’s security solutions and quickly realize value.
• Relationship Management: Build and nurture strong, trust-based relationships by understanding customers' business goals and unique challenges within the Web3 security landscape.
• Product Integration: Work closely with the solutions engineering team to facilitate smooth integration of Blockaid’s APIs and security features into customers' applications, providing hands-on support when necessary.
• Customer Training: Develop and deliver comprehensive training to educate customers on best practices, ensuring they maximize the benefits of our security solutions.
• Proactive Engagement: Conduct regular check-ins and business reviews to assess progress, identify areas for improvement, and proactively address any customer concerns while advocating their needs within Blockaid.
• Renewals & Expansion: Drive product adoption and customer retention by continually identifying opportunities to introduce additional features or services that align with customers' evolving needs, ensuring a seamless and value-driven renewal process.
• Issue Resolution: Act as the primary point of contact for all customer concerns, coordinating with technical support and product teams to troubleshoot and resolve issues efficiently.
• Customer Feedback Loop: Gather actionable customer feedback to inform product development and prioritize roadmap features, collaborating closely with product and engineering teams to align with customer needs.
• Data-Driven Insights: Monitor customer health metrics, usage data, and adoption rates to identify at-risk accounts, developing targeted strategies to mitigate churn and drive customer success.
• Process Improvement: Build, document, and optimize internal processes, playbooks, and workflows for the customer success function to enhance efficiency and customer satisfaction.
  
  

• Experience: 4+ years in a customer success, account management, or related role within the cybersecurity, blockchain, or Web3 industries.
• Blockchain Knowledge: Deep understanding of blockchain technology, including DeFi platforms, NFTs, and Web3 security challenges. Hands-on experience in the Web3 space is strongly preferred.
• Technical Aptitude: Experience with API integrations. Comfortable discussing technical concepts with both technical and non-technical stakeholders.
• Language Skills: Native fluency in both English and Hebrew is required.
• Customer-Centric Mindset: Proven track record of building strong customer relationships, advocating for customer needs, and aligning them with company goals.
• Cross-Functional Collaboration: Demonstrated experience working with product, engineering, and sales teams to deliver customer success.
• Adaptability: Thrive in a fast-paced, rapidly evolving industry. Self-motivated with a strong sense of ownership and accountability.
• Data-Driven: Proficient in using CRM and customer success tools (e.g., Salesforce, Gainsight) to monitor customer health, drive insights, and inform strategic decisions.
• Self-Starter: Highly proactive and capable of independently driving initiatives, especially as the first CSM in a growing company.
  
  

• Blockchain Knowledge: Understanding of blockchain technology, including DeFi platforms, NFTs, and Web3 security challenges.
• Security Experience: Prior experience with cybersecurity products or services.
• Blockchain Infrastructure: Previous experience working with dApps, wallets, or blockchain infrastructure providers.
• Web3 Enthusiast: Hands-on experience with Web3 applications, such as crypto transactions, smart contract interactions, or other blockchain engagements.