Global Lead of Customer Success - Chainlink Labs｜Meet.jobs

All roles with Chainlink Labs are globally remote based. We encourage you to apply regardless of your location.

This is a career-defining opportunity to be a part of a fast-growing tech company that is successfully implementing a key piece of the world’s blockchain infrastructure that will power the digital agreements of the future.

As our Global Lead of Customer Success, you will set strategy, compensation and enablement for a global high-performing CS team. In this matrixed organization, Customer Success Managers report to Time Zone leads, while the Global Lead of Customer Success is the sole lead responsible for the health of the Customer Success community and its Strategy.

You will be instrumental in defining the strategic direction and operational strategies for how Chainlink connects product value to customer outcomes, working with the most exciting blockchain projects in the space to build a decentralized future together.

This role will be a part of our Global Sales Leadership Team and will work closely with our Global Sales Leadership and Sales Operations Leadership.

Your Impact

• Work closely with our senior management team, taking responsibility for the overall customer success strategy
• Build and lead a world-class customer success team, including customer support
• Develop and implement the policies and processes for measuring and managing customer success activities across all functional areas
• Develop new strategies and techniques to improve the quality and breadth of services we provide to customers and the value they get from Chainlink
• Work with cross-functional counterparts to solve customer problems, as well as to improve our service offerings and the overall customer experience
• Own a portion of the sales process guiding our customer to deployment / consumption
• Own the retention of customers as well as working with our Head of Sales to develop and cross-sell/upsell opportunities
• Own our Customer Support processes
• In partnership with Finance own our billing processes

Requirements

• Experience in leading a successful customer service team for a highly technical product
• Ability to influence and communicate with C-suite/VP level stakeholders
• Experience and willingness to work in a demanding fast paced (preferably startup) environment
• Critical and analytical thinker; with a strong focus on operational excellence and quality management using data and metrics, both qualitative and quantitative
• Passion for identifying, coaching and mentoring high-performing team members
• Strong prioritization skills with the ability to drive multiple concurrent projects from beginning to end
• Ability to be efficient with limited resources, and to understand user business needs deeply
• Demonstrated ability to prepare, present, and execute strategic roadmaps
• Experience working with and managing across multiple countries and cultures
• Interest and understanding of blockchain technology
• Open source experience/interest