Customer Success Manager (Blockstream Enterprise)

Blockstream was founded in 2014 by Dr. Adam Back and a group of fellow cryptographers and engineers who are passionate about Bitcoin and its potential to change the world. Today Blockstream is the leading Bitcoin company providing cutting-edge infrastructure solutions for enterprises institutions and individual Bitcoin users. We develop industry-leading Bitcoin self-custody solutions Bitcoin-based financial products second-layer scaling technologies and enterprise-grade blockchain infrastructure.

The Customer Success Manager sits at the intersection of organizational facilitation product onboarding implementation management and solution consulting. Your primary mission is to design Customer Success Framework and guide enterprise clients through the entire post-contract lifecyclebridging the gap between a signed contract and the successful autonomous use of our technically sophisticated enterprise systems. You will act as a trusted advisor navigating clients through high-stakes configurations (such as key ceremonies and complex policy engines) in our open-world architecture.

What You Will Be Doing (Responsibilities):

Pre-Sales Engagement

• Prepare presentations support Business Development team pre-configure demo stand to reflect customer use cases and run the demos

Post-Contract Activation

• Coordinate the post-contract activation process including the preparation and facilitation of technical key ceremonies

• Guide clients through infrastructure requirements and prerequisites ensuring all stakeholders are prepared for activation milestones

Onboarding & Initial Access

• Manage client invitations application setup and initial workspace configuration

• Deliver structured onboarding sessions to ensure clients understand the products capabilities safe-vs-restricted actions and how to reach their business objectives

System Configuration & Implementation

• Translate client-specific business cases (e.g. complex approval flows role management or transaction policies) into the products policy engine

• Facilitate live configuration sessions providing hand-holding support while the client performs setup in their production environment

Ongoing Relationship Management

• Act as the primary point of contact for long-term success conducting regular check-ins to monitor usage collect feedback and identify potential risks or expansion opportunities

• Collaborate with Product and Engineering teams to translate client feedback into actionable UX/UI improvements

What We Look For In You (Required Qualifications):

• Financial Industry Expertise: Proven track record in the financial services sector. You have direct experience managing client onboarding or technical implementation for complex banking software core banking platforms treasury management systems or digital payment infrastructure

• Customer Success/Implementation Experience: 5 years in Customer Success Technical Account Management Implementation Management or Solution Consulting for enterprise-grade technically complex software

• Technical Literacy: Familiarity with complex security concepts (e.g. Key Ceremonies PEDs HSM/HSC policy engines)

• Consultative Facilitation: Exceptional ability to lead live screen-sharing sessions and cross-functional calls involving diverse stakeholders

• Building Framework: Experience in business process analysis and translating the results into policies instructions and guidelines

• Project Management: Demonstrated ability to manage multi-week onboarding projects and milestone tracking

• Documentation Skills: Ability to digest complex technical documentation and distill it into simple actionable guidance for non-technical stakeholders

Nice To Haves (Preferred Qualifications):

• Capacity to manage multiple internal stakeholders (Engineering Product Support IT) to ensure a unified client experience

• Experience in decomposing and documenting repeatable processes creating playbooks and building knowledge bases for technical products

• Ability to work in a high-growth face-paced startup environment remaining flexible as organizational processes evolve

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Required Experience:

IC