⚡ Head of Client Success
 💼 Blockchain / Crypto
 💲 $160k base + bonus + equity
 🌎 US – Remote
 
About the Company
A rapidly growing, regulated FinTech operating at the intersection of traditional finance and blockchain. The firm provides infrastructure and tools that enable businesses to issue, manage, and account for digital and fiat-backed assets across multiple networks — with a focus on transparency, compliance, and scalability.
 
Position Overview
As the Head of Client Success, you will build and lead the company’s client success function from the ground up, owning the post-sale customer journey end to end. This is a founding leadership role responsible for ensuring customers successfully adopt, scale, and derive long-term value from stablecoin-powered financial infrastructure.
 
You’ll operate at the intersection of customer advocacy, technical fluency, and cross-functional leadership — driving retention, expansion, and referenceable outcomes across fintechs, payment platforms, digital banks, and crypto-native institutions. Your work will directly shape product direction, customer trust, and the company’s ability to scale into a category-defining platform.
 
Key Responsibilities
Build & Scale the Client Success Function

• Serve as the first Client Success hire, defining the strategy, operating model, and KPIs for onboarding, adoption, retention, and expansion.
• Design scalable processes for customer onboarding, implementation, ongoing success, renewals, and upsells.
• Build the customer lifecycle playbook, including health scoring, success planning, and executive business reviews.
• Hire, onboard, and enable future Client Success Managers as the function scales.

Customer Onboarding & Value Realization

• Own customer onboarding and implementation in partnership with Product and Engineering, ensuring smooth technical integrations and compliance alignment.
• Lead structured discovery to understand customer goals, use cases, and success criteria.
• Translate technical capabilities (APIs, blockchain flows, compliance frameworks) into clear customer outcomes.
• Ensure customers achieve measurable ROI across payments, treasury, and digital asset workflows.

Retention, Expansion & Revenue Partnership

• Drive net revenue retention through proactive relationship management, expansion identification, and renewal execution.
• Partner closely with Sales on handoffs, account planning, and expansion opportunities.
• Identify risks early, manage escalations, and ensure high customer satisfaction and trust.
• Develop case studies, references, and success stories to support go-to-market efforts.

Technical & Strategic Partnership

• Act as the primary post-sale advisor for customers navigating blockchain, stablecoins, and regulated financial infrastructure.
• Support complex customer environments involving legal, compliance, risk, and technical stakeholders.
• Partner with Product to translate customer feedback into roadmap priorities and feature improvements.
• Collaborate with Compliance and Legal to ensure customer implementations meet regulatory requirements.

Market Presence & Cross-Functional Leadership

• Represent the voice of the customer internally and externally.
• Participate in industry events, customer briefings, and ecosystem discussions as a trusted expert.
• Identify emerging customer needs, market trends, and expansion opportunities within digital finance.
• Work cross-functionally with Sales, Product, Engineering, Compliance, and Leadership to align execution with customer outcomes.

 
Qualifications
 

• 8-10 years of experience in Client Success, Account Management, or Solutions roles within fintech or blockchain.
• Proven experience owning enterprise or mid-market customer relationships post-sale, including renewals and expansion.
• Strong background working with technically complex products (APIs, integrations, financial systems).
• Experience managing customers with legal, compliance, and regulatory requirements.
• Prior experience in early-stage or high-growth startups, ideally building or scaling a Client Success function.

 
Skills
 

• Customer-first mindset: Obsessed with customer outcomes, adoption, and long-term value creation.
• Technical fluency: Comfortable discussing APIs, blockchain architecture, compliance frameworks, and financial workflows.
• Strategic relationship builder: Trusted partner to executives, technical leaders, and compliance stakeholders.
• Operational builder: Able to design processes, metrics, and playbooks from scratch in ambiguous environments.
• Revenue-aware: Understands how retention, expansion, and success drive company growth.
• Cross-functional leader: Influences without authority across Product, Engineering, Sales, and Compliance.
• Clear communicator: Exceptional written and verbal communication with the ability to simplify complex concepts and align stakeholders.