Senior Customer Success Manager - Remote Position

About the Role

We are seeking a Senior Customer Success Manager to join our team at Blockworks. This remote position offers the opportunity to work closely with our customers, ensuring they derive maximum value from our products. As a Senior Customer Success Manager, you will play a pivotal role in enhancing customer satisfaction and retention.

What You'll Do

• Own a Book of Customers: Manage a portfolio of Blockworks customers as their primary point of contact after sale, building strong relationships and ensuring we unlock as much value from our product offerings as possible.
• Drive Retention and Renewals: Focus on keeping customers engaged and successful, identifying churn risk early, guiding renewal conversations, and demonstrating the ROI of working with Blockworks.
• Be the Expert: Engage with our Product team to maintain expertise around the use-cases, benefits, and features of each of our products, advising clients on how best to solve their most pressing issues.
• Run Day-to-Day Customer Engagements: Lead regular check-ins, QBRs, and ongoing communication, ensuring customers feel supported and informed.
• Spot and Solve Customer Problems: Uncover pain points, flag issues early, and collaborate with internal teams to resolve them quickly and thoughtfully.
• Provide High-Value Feedback: Offer consistent feedback to internal teams based on customer conversations to inform improvements to our sales process and product roadmap.
• Partner Internally: Work closely with Sales, Product, Finance, and Operations to ensure smooth handoffs and clear expectation-setting.
• Help Improve Customer Success: Play a key role in defining the Customer Success function and championing best practices.

Requirements

• Several years of experience in Customer Success or a closely related customer-facing role in SaaS or subscription-based businesses.
• Proven track record of owning post-sale relationships and supporting renewals.
• Experience managing multiple clients and operating across the full post-sale lifecycle.
• Strong cross-functional collaboration skills to resolve customer issues.
• Familiarity with CRM and CS tools to track account health and manage workflows.
• Ability to thrive in environments where processes are still being defined.

Nice to Have

• Experience working with crypto, finance, or data-driven products.
• Background in supporting research subscriptions or complex customer segments.
• Experience in high-growth or early-stage environments.

What We Offer

• Remote-first work environment with an office in NYC available for use.
• 100% medical coverage for you and significant coverage for dependents.
• Flexible paid time off policy.
• 14 weeks of fully paid parental leave.
• Hardware and learning & growth stipends to enhance productivity and professional development.
• Clear career growth structure to support individual development.
• A global and diverse team committed to inclusivity.