Onramp Invest is hiring a

Web3 Customer Success Manager

Onramp Invest is bridging the gaps in financial planning and digital asset management. The company provides a path for investors to gain access to the crypto economy via their preferred financial professionals and institutions by integrating with traditional financial institutions and cutting edge cryptocurrency providers.

The company is growing and looking to hire a Customer Success Manager. This individual should have experience in owning the relationship for multiple customer accounts, enabling customers to become successful on a SaaS platform, networking throughout organizations to ensure the right people are involved, and overseeing renewal and expansion opportunities within a customer account. You should also be adept at “discovery” questioning to truly uncover customer needs and concerns, and skilled at working with other departments and / or facilitating handoffs to involve various parts of the business at the appropriate times (ie sales, product, leadership, etc). This individual will ideally also have experience leading and / or scaling a team of CSMs. You should be a natural relationship builder and a strategic thinker that is excited about giving customers the tools and strategies they need to successfully grow their business.

The Customer Success Manager is the long-term main point of contact for customers, building strong relationships, and helping them to achieve success on the platform.

In this role, you are responsible for:

• Owning the relationship for multiple customer accounts (advisory firms + the advisors within them; could also include asset managers)
• Working with sales to understand customer needs and strategic goals, in order to close business, create a customer success plan, and oversee a smooth handoff as the initial sales engagement closes. As part of the sales cycle, you may be asked to help engage in a consultative selling approach that integrates selling, education, strategy, and success planning
• Understanding the unique business needs of their firms in order to effectively engage in and lead strategic business discussions on how the advisor can leverage the platform to grow their business. This includes being able to uncover these needs through discovery-type questioning tactics.
• Partnering with customer support to ensure the customer account(s) are technically set up and implemented within the customer organization appropriately, as well as to make sure customer requests and questions are covered and answered in a timely manner
• Renewal and expansion opportunities within the customer organizations.
• Driving advisors to take action in alignment with their co-created customer success plan
• Leading multiple check-in types across various cadences, including weekly implementation meetings, monthly check-ins, and quarterly QBRs. This continual communication should include ensuring their needs are met, strategic growth recommendations, platform updates, product feedback, and more. You should be about to facilitate introductions to the appropriate parties when necessary (i.e. including product on meetings about customer feedback, beta testing, or new feature discovery).
• Ensure advisors feel enabled and empowered on the platform and within their business - this role is built around relationship management, trust, and strategy.
• OKRs will revolve around time to trade, progress to customer success plan checkpoints, contract renewals, and expansion revenue.

You need:

• 5-7+ years experience as a Customer Success Manager in a high-growth SaaS company. Leading a CSM team is a plus.
• Effective communication and collaboration skills - ability to easily build relationships and engender trust. You should have a track record of working across all levels of an organization.
• Great judgment making both strategic and tactical decisions - working with a customer to understand what they desire in terms of offering and how to grow their business, and helping them translate that into an actionable plan
• Be comfortable with ambiguity in a fast-paced and ever-changing environment.
• You should be able to work independently and structure an efficient meeting / check-in schedule with your customer accounts, as well as conduct effective meetings with each individually.
• Ability to understand complex business problems and break them down into simple solutions that focus on customer needs.
• A track record of working collaboratively and effectively with sales, design, engineering, and other partner teams to facilitate effective customer feedback - you are the voice of the customer in the organization!
• Experience with and knowledge about crypto is a strong plus.
• Experience with technical product implementation is a plus.
• Experience in the financial services industry (fintech, wealthtech, banking, RIA, etc) is a plus.

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