Head of Partner Success - Remote Role in Blockchain

About the Role

We're hiring a Head of Partner Success to join Polygon Labs, a leading blockchain payments company. This remote role offers the opportunity to shape how institutions interact with blockchain infrastructure while driving measurable customer impact.

What You'll Do

• Build and maintain strong relationships with senior management and C-level stakeholders across strategic accounts.
• Lead and develop a team of account managers, establishing scalable processes across onboarding, implementation, and ongoing account management.
• Design and optimize end-to-end post-sales workflows to ensure a seamless client experience from contract close through go-live and beyond.
• Partner cross-functionally with Engineering, Product, Sales, Finance, and Marketing to represent the voice of the customer and influence product direction.
• Own customer retention, contract renewals, and expansion by identifying upsell and cross-sell opportunities across Polygon Labs’ product suite.
• Establish data-driven reporting frameworks to track client satisfaction, adoption, and overall account health.
• Act as the primary escalation point for client issues, including billing, account inquiries, and audit-related requests.
• Lead regular client engagement cadences, including monthly check-ins and quarterly business reviews.

Requirements

• 8+ years of experience in B2B relationship management, customer success, or account management, including leadership experience.
• Proven experience managing enterprise clients within fintech, payments, SaaS, or blockchain environments.
• Strong ability to build relationships with executive stakeholders and navigate complex organizational structures.
• Experience leading cross-functional initiatives and influencing product and operational outcomes.
• Excellent written and verbal communication skills, with the ability to translate complex concepts into clear, structured messaging.
• Bachelor’s degree or equivalent practical experience.

Nice to Have

• Experience working with blockchain or crypto-related products and infrastructure.
• Background in scaling customer success or account management teams in high-growth environments.
• Experience with contract negotiation, renewals, and dispute resolution.
• Familiarity with data-driven customer success tools and reporting frameworks.

What We Offer

• Remote-first global workforce.
• Industry-leading Medical, Dental, and Vision health insurance.
• Company matching 401k with 3% match.
• $1,500 Home Office Set Up Allowance (life-time max).
• $200 AI Allowance Program.
• $75 Monthly internet or phone reimbursement.
• Flexible Time Off.
• Company issued laptop.