Customer Success Manager

About QuickNode

QuickNode is a cloud-based infrastructure company that powers the blockchain ecosystem. Our mission is to be the indispensable utility that empowers companies and innovators globally to build next-generation, Web3 enabled businesses & applications using blockchain technology. QuickNode is backed by some of the world's best investors including Tiger Global, Y Combinator, SoftBank, and the Seven Seven Six Fund. The QuickNode team has over 120 people maintaining high performance global data infrastructure for amazing customers serving billions of requests daily. We are a global remote company with an HQ in Miami, Florida.

The Role

As a Customer Success Manager at Quicknode, you will be responsible for nurturing our top accounts to drive greater adoption, satisfaction, and expansion revenue through technical guidance, thought leadership, and best practices. You will be working directly with many of our top customers to help enable their success. You’ll jump headfirst with customer onboarding, adoption, education, and ongoing advisory and nurture.

What You'll Do

• Manage approximately 60-70 strategic customers as well as some new logos in mid and large market.
• Have continual growth mindset and seek opportunities to bring additional revenue to QuickNode.
• Implement new customers while managing both the customer and the QuickNode internal cross-functional teams to tasks and deadlines.
• Keep up with industry trends in the blockchain space.
• Successfully onboard and determine how Quicknode can help them meet their objectives.
• Conduct regular strategic engagements and ensure feedback is being provided to our internal teams.
• Negotiate renewal and expansion pricing and contract terms.
• Ability to analyze each situation and determine what level of service is needed for customer satisfaction.
• Establish a deep level of trust with the customer to solidify the existing strategic partnership.
• Work closely with the Sales team to ensure overall health of the account, ensure renewal/no churn and surface any upsell/growth opportunities.
• Identify accounts likely to churn based on usage data. Develop strategies to retain and save these high-risk accounts.
• Address escalating client issues with speed and urgency, orchestrating resources across the company, as appropriate.
• Effectively communicate resolution plans, progress, and status of requests externally and internally.
• Perform QBRs to review account health with stakeholders, and capture requirements to help remove potential blockers to further expansion.
• Develop and deploy playbooks and other content.

What You'll Bring

• 7+ years of Customer Success facing experience in a hyper-growth environment.
• 1+ years experience in Blockchain.
• Experience working at a start-up.
• Experience updating customer notes and stages in a CRM tool.
• You have experience proactively managing a variety of customer relationships from launch to go-live, through renewal and the entire lifecycle in between including relevant expansion targets.
• Understanding of partner relationships and ability to influence actions and outcomes.
• You are obsessed with customer success and believe your number one responsibility is the best interests and growth enablement of your customer.
• You are comfortable with creating success plans to track customer outcomes while developing a deep understanding of their business goals, initiatives, and use cases to support both short and long-term goals and then realizing those into solid tangible outcomes.
• Ability to lean on a strategic mindset, you are well adept at building and executing comprehensive success plans for complex customers.
• High integrity, humble, and a team-first mentality. Impact over ego-driven.
• You work well under pressure, are a results-oriented individual, and you are a team player.
• Experience working with a technical product and aptitude to learn complex technical concepts.
• Ability to document stages and hit key deadlines for renewals and expansions.
• Business acumen.

Employment Details

• Employment Type: FullTime
• Location Type: Remote