Customer Success Manager

About Us 

Aurora Labs is the development company behind Aurora—the EVM blockchain that runs on the NEAR Protocol. We are also the developers of, and integration partner behind, Aurora Cloud—a suite of products that allow Web2 companies to capture the value of Web3.

As a Customer Success Manager, you will be the primary point of contact for our clients and Partners, ensuring their needs are met and their expectations exceeded. You will manage client relationships, drive adoption of our products, and collaborate closely with our internal teams to deliver exceptional service and value.

Requirements

- 3+ years of experience in account management or client services, or 2+ years within blockchain industries.- Strong understanding of Web3 technologies, including blockchain, cryptocurrencies, and decentralized applications (dApps).

- Excellent communication and interpersonal skills, with a knack for building rapport with diverse stakeholders.

- Proven track record of managing multiple clients and projects simultaneously.

- Analytical mindset with the ability to derive insights from data and metrics.

- Natural Problem solver with an ability to unpick complicated issues and provide creative solutions to support the needs of the client.

- Self-motivated and able to work independently as well as part of a team.

Responsibilities

- Serve as the primary point of contact for clients and select Partners, managing relationships and ensuring satisfaction with services; build and maintain strong relationships with clients, understanding their goals and challenges within the product limitations and ecosystem.

- Oversee multiple client accounts, ensuring that projects are delivered on time and meet client expectations.

- Collaborate with Growth and Product teams to address client needs and resolve any issues that may arise and contribute to product improvements.

- Mastery of organization to ensure immediate responses and fast solutions to issues or requests raised by clients or Partners.

- Ability to identify potential opportunities for additional services clients may require with their Aurora services.

- Work closely with engineering Technical Project Manager to plan delivery and leverage commitments;Conduct regular check-ins, QBR and reviews with clients and Partners to assess progress and identify opportunities for growth; analyze client data and metrics to provide actionable insights and drive client success.

- Stay updated on Web3 technology trends to offer informed solutions and recommendations to clients.

Nice to haves

- Sales experience in solution sales or technical product sales.

- Partnership Account Management or Reseller Channel Management.

- Experience in an L1 or L2 Blockchain Company (Tier 1 or 2 web 3 Infrastructure Companies) or Centralised Exchange.

Our Values

- Execute extreme ownership.

- Strive for excellence.

- Embrace authenticity.

- Promote merit.

- Get shit done.

Join our dedicated team of blockchain industry professionals.

Please apply today — we’re standing by for your resume!

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