Customer Success Manager

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 customers in our Partner and Foundation space as well as some new logo in mid and large market

• Implement new customer 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 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

• 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 with an implicit understanding of how to prioritize tasks

• Strong analytical and problem-solving skills

Bonus

• 1+ years experience in Blockchain 

• 1+ years project/implementation experience

• Experience working at a start-up

• Experience updating customer notes and stages in a CRM tool

The US base salary and level for this position is $112,500 USD per year and level P3. International ranges, in local currency, will be discussed during the hiring process with applicable candidates. This role is eligible for a quarterly bonus tied to company and individual goal achievement. We consider years of experience, level of proficiency in job function, the technical competencies required and location when determining base salary ranges for positions and levels.

The QuickNode compensation philosophy includes pillars to ensure fair and unbiased compensation for all employees. To design and deliver total reward offerings that are employee-centric. To offer a competitive benefit package in all locations where we operate. To prioritize attracting and retaining the best talent globally. To maintain a high-performing and flexible way of working.

 During the hiring process, we are committed to discussing compensation openly and honestly. We encourage candidates to share their salary expectations and requirements early, allowing for an individualized discussion. We know that our total rewards practices impact the lives and wellbeing of our employees. Therefore, we will never stop learning about the market, our business, your needs, and how best to achieve our goals through thoughtful and data-driven practices. If you have any questions or require further information about the compensation for this position, please don't hesitate to reach out to your Recruiter. 

We at Quicknode are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.