Web3 Head of Customer Success

Paving the way to the open internet of the future, Ankr offers node solutions for over 50 different chains and a “1 click” API service for Ethereum, Binance Smart Chain, Polygon, Avalanche and more. Our primary mission is to help usher in developers into the web3 ecosystem. To do this, we pioneer new solutions to solve some of the most pressing problems across decentralized systems and the DeFi movement, to lower the entry barrier for everyday people, enterprises, and developers to contribute to blockchain ecosystems.

  Check us out: https://www.ankr.com/

Ankr was founded in 2017 in Berkeley, California. The founding team and headquarters are based in San Francisco. Ankr has a distributed team of over 150+ people operating remotely and from San Francisco, Shanghai, Moscow, and Amsterdam offices.

The next phase of the internet is based on distributed networks which make the new generation of platforms, applications and services more private, secure, reliable and censorship-resistant. By cutting out intermediaries and gatekeepers, builders and users gain back control over their applications and data. Our mission is to make web3 easy to use for everyone!

We are looking for a Head of Customer Success who can deliver value and impact to optimize the customer experience from onboarding, and adoption to retention and growth. This leader is a results-driven and experienced Head of Customer Success who will be responsible for leading a team of talented Success folks with the goal to accelerate growth and retain our most important customers.  

This individual is passionate and motivated by the idea of selling a disruptive technology solution in the web3 space and implementing a success plan to retain and grow revenue long-term. Core responsibilities will include building a plan and team to drive an innovative approach of success and account management that becomes an extension of our product. Our ideal candidate will have a proven track record of success in the developer/ infrastructure space and is familiar with blockchain technologies. 

What You'll Do

• Develop and design customer journeys and plans that support a customer's long-term growth with Ankr
• Partner with Sales on creating success plans for customers after the sale is complete.
• Work proactively with our customers to identify churn risks and growth opportunities. 
• Own the onboarding, adoption, retention, and growth strategy behind our most important customers. 
• Set up regular meetings with top customers to understand feedback and how we can continue to work closer with them long term. 
• Set individual success targets with the success team.

What You'll Bring

• At least 3-5 years managing a Customer Success team. 
• Demonstrated experience leading CS teams in a SasS model or Enterprise software.
• Exemplary communication skills, leadership skills, and analytical skills.
• Proven track record of CS success.
• Experience building success plans for different verticals of customers. 
• Experience partnering with other organizations such as sales, finance, and support to constantly support our customers with a focus on growth and retention.
• Ability to share the vision, understand and define requirements, design practical solutions, develop supporting. business cases and implement solutions for prospects and partners.

Bonus

• You have been part of an early/mid stage start-up before.
• You have experience in web3 or are passionate about learning more.

ANKR is an equal-opportunity employer. All applicants will receive consideration for employment without regard to race, religion, colour, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability.