Chainalysis Careers in North America

Our Customer Success team is insatiably curious and adept at problem-solving. We use data and domain expertise to navigate the customer-journey, helping each stakeholder define and achieve success. We’re also extremely collaborative and work cross-functionally to share the insights we learn from our customers.

We are looking for a leader that will help grow the team and support our customer base across the Federal Civilian sector. The Manager, Customer Success, Federal Civilian will lead a team of high-performing Customer Success Managers passionate about the customer’s mission and ensuring their success in all things post-sales. You will support the mission by leading a team that manages the adoption and successful implementation of our solutions and services.

We measure ourselves by things like retention, user adoption, and overall satisfaction. You will guide day-to-day operations and ensure each team member can have a maximal impact.

In one year you’ll know you were successful if…

• You have identified a hiring plan for the Federal Civilian market to ensure proper bandwidth for all team members to help grow the region according to forecast and capacity model.

• Taken a hands-on approach to lead the team, but also to manage some of our high profile strategic accounts.
• You’ve created a plan for developing strong relationships with the largest customers in the region and identified all key players and their missions.
• You’ve worked closely with sales, professional services, training and other internal teams to ensure proper collaboration cross-departmentally to retain and grow our Federal business.
• You are the voice of our customers and have built internal credibility to push forward customer feedback and product initiatives.
• Helped design account plans and contributed to successful strategy meetings to define goals and track regular progress on how we are pacing towards those goals.
• You have furthered the efficiency and scalability of the team by automating, simplifying, and improving daily workflows.

A background like this helps:

• Experience managing a team of Customer Success Managers, technical account managers or similar in a high-growth SaaS business
• Prior working experience in the technology space across the Federal Civilian sector
• Comfort working in a fast-paced, evolving, ambiguous environment
• Emotional intelligence and an empathetic propensity to read between the lines and understand what the customer is saying (and what they mean)
• Has built out and improved processes and workflows for customer facing teams
• Comfortable with the different steps of a commercial negotiation cycle
• Knowledge of or a desire to learn more about cryptocurrency

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