Figment is hiring a

Web3 Customer Success Lead

DataHub is a Web 3 platform for developers. Our goal is to help developers onboard on blockchain protocols and accelerate the adoption of those technologies. We also build courses and aggregate community written tutorials through the Figment Learn community.

As a Customer Success Lead at Figment, you will be building our the customer success team for DataHub and establish a first class onboarding and account management experience for enterprise customers.You will be responsible for strengthening the customer relationship to increase retention, presenting new products for upsell potential, and capturing product feedback to identify potential opportunities. You will be the intermediary between our top customers and our DevOps , product , sales, and marketing teams. You will grow the customer success team to serve the needs of our growing user base and institute best practices for the organization.

Responsibilities/Duties

• Provide onboarding, account management & support for customers post-sales
• Build a best-in-class customer success team for DataHub
• Identify, track and resolve customer pain points and inquiries & build scalable solutions to solve for these.
• Identify themes among client support inquiries and create FAQ documentation
• Review and summarize important network activity/events to share with customers and leads
• Communicate new features and products to existing customers
• Track customer usage and identify upsell opportunities for our sales team
• Drive customer satisfaction practices to increase retention and upsell opportunities
• Provide product and sales teams with ongoing Voice of the Client feedback to effectively communicate client needs and values

Qualifications

• 5+ years relevant experience in account management, customer success or technical support
• Experience in collaborating with senior stakeholders at all levels of client organizations
• Experience in managing and leading account management or customer success teams
• Excellent cross functional communication and interpersonal skills
• Strong problem solving and analytical skills
• Ability to quickly learn new technologies and products
• Deep familiarity with cryptocurrency products and blockchain technology is a plus
• Proficiency with common customer success and customer relationship management software like Salesforce

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