Web3 Customer Success Manager

Metaplex Studios Metaplex Studios is the official standard for Solana NFTs and the largest NFT ecosystem in the world. In less than one year since launch, we have experienced massive growth with over 18 million NFTs created using the Metaplex protocol, facilitating over $3 billion in commerce for developers and creatives of all kinds. Solana’s energy efficiency, low cost, and fast transaction speeds provide a unique opportunity now to build a future for NFTs as the infrastructure for an increasingly broad scope of use cases; it has already been used for over 85k projects in gaming, arts & collectibles, marketplaces, developer tools, and more. On a mission to empower creators, Metaplex champions a world full of diverse perspectives, creativity, and art. For this to be possible, creators must have increased access to their audience, powerful tools that are easy to use, and be able to retain more financial benefits from the sales and use of their work. We believe tokens and blockchain technology are critical tool for this purpose. For more information, visit www.metaplex.com About This Role We’re looking for a Customer Success Manager to spearhead our customer solutions workflows through onboarding, support, renewal, education, and upsells. We are looking for creative individuals who are passionate about working directly with creators and aggregating and distilling user insights into actionable product recommendations. As we launch our customer success department, you’ll be an individual contributor developing, executing and iterating on the customer success playbook. However, you should have experience building and managing CX teams. As the team grows, you’ll mentor and train junior customer success reps and community moderators. Web3 is 24/7 so your system designs and processes must be sustainable and enable the team to provide a timely and efficient resolution of issues on all channels (Twitter, Discord, email, live chat, etc.) and in localized languages for key customers country demographics. What You’ll Do Design, implement, and manage end-to-end customer solutions processes. Empower customers with the tools and information they need to achieve their goals and get the most out of Metaplex’s Creator Tools. Delight customers by providing a top-notch user experience. Develop a deep understanding of customer needs and pain points and work cross-functionally to help diagnose and solve any issues. Collaborate with product and engineering teams to continually improve the customer journey, derived from user interviews and insights. Requirements What You'll Need Education: Bachelor’s degree, or equivalent experience. Experience: 1-2+ years (preferred) in a customer-facing role (CS, CX, account management, etc.) managing a CX team High Conscientiousness: Highly effective, organized, dutiful, self-disciplined, and careful. You are the type of person who used multiple colors of highlighters, and everyone wanted to borrow notes from. You never forget a task, execute it flawlessly, and are as reliable as clockwork. High Horsepower & Humility: High intellectual and physical energy. You eagerly solve big, complex, and ambiguous company problems, while having the humility to “roll your sleeves up” and do the dirty work without complaint. Creative Thinker: A highly creative thinker who tends to find solutions that others don’t see or inappropriately dismiss. Not content to do the safe bet everyone else takes. Relentlessly Resourceful: Highly proactive, does not quit, and finds innovative solutions with little guidance. Bias for action and ability to thrive in an ambiguous environment with a high degree of autonomy. Benefits What You’ll Get Competitive compensation. Medical, dental, and vision premiums are paid 100% by Metaplex. 401(k) Retirement Plan with 4% employer match. $4K stipend for technology. Remote organization. Unlimited vacation.