MetaMask is hiring a

Web3 Customer Success Lead

About MetaMask

We’re building for a future where the internet and world economy empowers people through interactions based on consent, privacy, and free association. Where both communities and individuals flourish. To accomplish that, we’re working hard to make web3 accessible for everyone.

MetaMask is both a crypto wallet and a gateway to the decentralized web. Our tools help people create communities, play video games, access financial services, make payments, invest in assets, protect against economic turmoil, and more. Our browser extension and mobile platforms meet the needs of millions of users and developers across the world.

Originally a humble key manager, today MetaMask serves over 5,000,000 monthly active users as a decentralized application development platform, an aggregator of decentralized cryptocurrency exchanges, and a decentralized identity manager.

About the role

We are looking to hire a Customer Success Lead to help us achieve our vision of democratizing access to decentralized web. We are in a stage of hypergrowth and in the next few years, we expect to onboard 100s of millions of people to the crypto ecosystem with MetaMask. This role is expected to have an impact on all strategic objectives of MetaMask - stability, security, accessibility, extensibility, leadership.

The goal of this role is to holistically manage our support strategies in collaboration with the ConsenSys Customer Success team across many channels and use cases.

• Lead MetaMask’s overall customer success strategy, and grow our user base in collaboration with the ConsenSys Customer Success team.
• Deliver training and demos for CS team members on particular use cases, popular dapps, and common problems.
• Work with our product managers to communicate product roadmap and plan support resources
• Develop and maintain the categorization schema of support requests, and create actionable reports that enable the product team to respond.
• Maintain a holistic view of all community and support channels, their respective volumes, and our own performance on respective channels.
• Collaborate with ConsenSys Customer Success team to optimize processes and the overall support journey
• Organize external contributors to participate in supporting others. Create a truly community-powered support experience.
• Represent MetaMask and our Customer Success organization to the external web3 ecosystem
• Immerse yourself in the MetaMask community to create feedback loops: listen to them to understand what works well, what needs improvement, what are competitors doing well/better and being able to articulate this to the product team to support and influence the roadmap as well as present back to the community that we listen and act.
• Ensure that external support channels truly reflect the MetaMask brand and keep our community safe.

Role requirements:

• 5+ years of experience leading customer success and/org community engagement
• 5+ year of experience in a leadership / management role
• A strong understanding of customer success and support strategies, and a willingness to innovate on these strategies for web3
• A strong understanding of MetaMask, web3, and Ethereum
• A proven track record of results related to these skill sets

About ConsenSys Software

ConsenSys Software is the leading Ethereum software company. We enable developers, enterprises, and people worldwide to build next-generation applications, launch modern financial infrastructure, and access the decentralized web. Our product suite, composed of Infura, Quorum, Codefi, MetaMask, and Diligence, serves millions of users, supports billions of blockchain-based queries for our clients, and has handled billions of dollars in digital assets. Ethereum is the largest programmable blockchain in the world, leading in business adoption, developer community, and DeFi activity. On this trusted, open source foundation, we are building the digital economy of tomorrow.

MetaMask focuses on Cryptocurrency and Blockchain / Cryptocurrency. Their company has offices in San Francisco, London, Brooklyn, and Remote. They have a small team that's between 11-50 employees.

You can view their website at https://metamask.io or find them on Twitter.

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