Customer Success Manager

About the role

Liquifi is seeking a dedicated and customer-centric individual to join our team as a Customer Success Manager. In this role, you will be the primary point of contact for our customers, ensuring their satisfaction, success, and long-term partnership with our company. As a key member of our Customer Success team, you will play a crucial role in driving customer retention, expansion, and overall satisfaction.

Your primary responsibility will be to act as the customer's strongest advocate and ally, proactively addressing their needs, collaborating with the team to develop tailored solutions, and ensuring they derive maximum value from our product. By closely engaging with customers, you will build strong relationships, anticipate their requirements, and strategize to deliver exceptional outcomes.

About Liquifi

Liquifi is building the "Carta for crypto" by helping companies automate their token vesting, issue token grants in compliance, and manage their token cap table.

CEO Robin Ji and CTO Oliver Tang both come from crypto companies (Eco and Set Protocol), and have personally experienced the pain point of managing token vesting. Prior to crypto, they both have experience scaling products and teams at companies like Amazon, Adobe, LinkedIn, Salesforce, and Twitch.

Liquifi is backed by leading investors including Dragonfly Capital, Struck Capital, IOSG Ventures, Nascent, Alliance, Robot Ventures, 6th Man Ventures, Katie Haun, Balaji, Packy McCormick, Anthony "Pomp" Pompliano, Anthony Sassano, Ryan Selkis, and other strategic angels and industry operators.

Job Description

Role/Responsibilities

• Drive customer adoption and usage of our product, ensuring they are maximizing its value and achieving their desired outcomes.
• Onboard new clients, providing product training and guidance to ensure a smooth implementation and successful adoption of our software.
• Proactively engage with customers to understand their business needs, challenges, and goals, and provide tailored solutions and recommendations.
• Serve as the main point of contact for customer inquiries, troubleshooting issues, and providing timely and effective resolutions.
• Monitor customer usage and engagement, identifying opportunities for upselling and cross-selling to drive revenue growth.
• Conduct regular check-ins and business reviews with customers to assess their satisfaction, gather feedback, and identify areas for improvement.
• Collaborate closely with internal teams, including sales, product, and support, to advocate for customer needs and drive continuous product enhancement.
• Actively triage and coordinate the resolution of any bugs, issues, or concerns raised by customers, ensuring prompt and effective resolutions.

About you

• Proven experience in customer success or account management in a B2B software company.
• Excellent interpersonal and communication skills, with the ability to build rapport and establish trust with customers.
• Strong problem-solving and analytical abilities, with the capacity to understand and address customer needs effectively.
• Demonstrated ability to manage multiple client relationships and prioritize tasks in a fast-paced environment.
• Familiarity with CRM systems and customer success tools.
• Understanding of crypto and web3 projects, companies, and culture (DeFi, Gaming, DAOs, launchpads, investors, etc.)

Benefits

• Unlimited PTO
• Health, Dental, and Vision
• Competitive compensation packages
• Remote friendly & flexible hours
• Wellness packages for mental and physical health