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Customer Success Manager
Decentralized Masters. Own the post-onboarding member experience and drive member retention .
Tech Stack
Tools & technologiesWeb3
About the role
Key responsibilities & impact- Own the post-onboarding member experience and drive member retention
- Responsible for member satisfaction and engagement
- Drive renewals and tier upgrades through proactive relationship management
- Proactively engage members across the lifecycle and participate in deal-cycle follow-ups
- Spot at-risk members early and re-engage them before renewal risk crystallizes
- Collaborate with the team on tooling, process, and member-facing initiatives
- Maintain the member access-fee ledger and any systems for revenue tracking
- Define and monitor member-success KPIs and share insights with the team
Requirements
What you’ll need- 2–6 years in Customer Success
- Strong understanding of subscription economics
- Experience working across multiple product lines (preferred)
- Proven experience reducing churn and increasing LTV
- Highly analytical and comfortable working with raw data
- Experience building dashboards and interpreting cohort analysis
- AI-native - actively using AI to improve output
- Comfortable building systems from zero
- Strong written communication
- Fintech / Crypto / Web3 experience (Strong Bonus)
- Experience with HubSpot, PostHog, Whop, Circle (Strong Bonus)
- Experience building Customer Health Index models (Strong Bonus)
- Experience reconciling messy data across tools (Strong Bonus)
- Experience in multi-product SaaS environments (Strong Bonus)
Benefits
Comp & perks- Competitive salary + performance-based incentives tied to retention
- Direct exposure to founders
- Ability to shape the entire customer success function
- Remote work
- High ownership, high-impact role
- Growth into Head of Lifecycle / CS Operations / Revenue Ops
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer successsubscription economicsreducing churnincreasing LTVbuilding dashboardscohort analysisbuilding Customer Health Index modelsreconciling messy datamulti-product SaaS
Soft Skills
analyticalstrong written communication