Customer Success Manager

We are hiring on behalf of an innovative technology company operating at the intersection of digital infrastructure, energy, and financial services. Their platform empowers clients to optimize hardware performance, manage compute resources, streamline operational efficiency, and mitigate revenue volatility—all through a tightly integrated suite of tools and services.

As their product offering continues to grow rapidly, they’re seeking a Customer Success Manager to lead their Support Team and ensure users achieve exceptional outcomes across the platform. This is a high-impact, cross-functional role reporting directly to the Chief Product Officer, offering the opportunity to shape customer experience and strategy in a fast-paced, high-growth environment.
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Key Responsibilities:

• Lead and scale the Support Team: Manage and mentor a growing team of customer support professionals, setting high standards for responsiveness, technical support quality, and overall customer satisfaction.
• Drive customer success outcomes: Oversee client onboarding, activation, retention, and product adoption, ensuring users derive maximum value from the platform.
• Act as the voice of the customer: Work closely with Product, Engineering, and Sales teams to relay customer feedback, identify product friction points, and help shape the roadmap.
• Own support resources and documentation: Manage the creation and maintenance of user guides, help center content, and other self-serve support tools to improve customer autonomy and experience.
• Implement and optimize systems: Define and track key metrics related to customer satisfaction and operational efficiency. Use CRM and support platforms to continuously enhance workflows.
• Manage escalations and high-priority accounts: Serve as a strategic point of contact for high-value clients, ensuring critical issues are resolved promptly and relationships are well managed.
• Champion continuous improvement: Identify opportunities to enhance the customer experience through automation, improved documentation, and refined support processes.
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What We’re Looking For:

• 5+ years of experience in Customer Success, Account Management, or Support roles.
• 2+ years in a leadership or management position, preferably in a high-growth environment.
• Proven track record in building and scaling customer-facing teams.
• Excellent communication, problem-solving, and interpersonal skills.
• Technically proficient — comfortable working with complex tools and collaborating with technical teams.
• Experience with CRM and support tools (e.g., Hubspot or similar platforms).
• Analytical mindset; familiarity with SQL or data tools is a strong advantage.
• Interest or background in blockchain, digital infrastructure, or energy sectors is a plus.

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