Our Client Currently looking for Head of Customer Success

Responsibilities

• Own the strategy and execution across all GTM activities in customer acquisition, onboarding, success & retention, including:
• Prepare pitch materials, perform demos and follow up proactively to address prospect questions regarding their intended tokenization use-case
• Serve as the project manager for all onboarding activities for new users, including 1:1 product training and/or platform setup as required, managing implementation timelines, and liaising with product / engineering to ensure successful rollouts
• Maintain a proactive relationship with users, checking in at regular intervals to ensure maximal product usage and chance of retention, educate customers about value-added services, and secure referrals / upsells where appropriate.
• Partner with business development to build and maintain a pipeline of high-quality prospective customers and warm leads
• Partner with marketing to draft and publish educational materials, including blog posts, e-books, whitepapers, case studies, etc to highlight the benefits of tokenization and the platform
• Serve as the “voice of the customer” within Polymath – implement systems to collect feedback and usage data from customers, and translate that feedback into detailed insights for product, engineering and executive teams to guide product development efforts.
• Help define key client success metrics (i.e. overall client health, activation, engagement, retention, NRR, churn, support /onboarding capacity) and build data analysis systems and dashboards to regularly track progress and deliver actionable insights and recommendations
• Own continuous improvement efforts by documenting, optimizing and automating, where appropriate, client-facing processes in onboarding, billing, renewals and upsells for efficiency and scalability.
• Build and lead customer & technical support systems – implement best-in-class support experiences including email/live-chat support, AI-assisted self-service, and a comprehensive product knowledge base including written and video guides.

Requirements

• Experience: 3-5 years’ experience in customer success/account management, onboarding/implementation or support for a software platform, preferably in financial technology (fintech) / blockchain / Web3.
• Track Record: Proven, referenceable experience as an individual contributor directly responsible for growing and retaining a book of business in a software business, or as a people leader responsible for managing a team through continuous improvement efforts where revenue growth / retention was a key metric.
• Industry Knowledge: Working knowledge of fundamental concepts of blockchain technology, Web3 products and services, and industry trends; knowledge of Canadian or American financial regulatory landscapes is an asset.
• Technical Skills: Proficiency with digital client experience tools (i.e. Hubspot, Salesforce, Zendesk, Intercom, chatbots), LMS / documentation systems (i.e. Hubspot Knowledge Base, Gitbook),
• Mindset: Ownership mentality, comfortable in environments with high degrees of ambiguity. Comfortable managing both strategy and tactics – identifying and driving progress towards key business objectives, while also building out processes to improve efficiency at the day-to-day level.

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