Lead Customer Success Manager New New York

Figment; London; Remote; CAD 140,000 - 160,000; Full time

Job summary

Join a leading blockchain infrastructure provider as a Lead Customer Success Manager, overseeing relationships with institutional clients in the US and LATAM. You will focus on managing key accounts and driving client satisfaction through strategic engagement and support for our comprehensive staking solutions. Figment prioritizes a remote-first workplace and offers outstanding benefits including flexible PTO, health coverage, and professional development budgets.

Benefits

100% remote-first environment

4 weeks of PTO plus 1 week of flex days

Annual Learning & Development budget

Stock Options

401K or RRSP match

Qualifications

• 7+ years of account management or sales experience in fintech or digital assets.
• Strong understanding of blockchain technology and proof-of-stake networks.
• Excellent communication skills to explain technical concepts clearly.

Responsibilities

• Manage Tier 1 accounts in the US and LATAM.
• Drive revenue growth through upsell and cross-sell strategies.
• Guide customers through the Figment app and provide platform training.

Skills

Account Management

Sales Skills

Client Engagement

Communication

Project Management

Education

Bachelor's degree or equivalent experience

Job description

Figment powers the future of Web3 through industry-leading blockchain infrastructure. As the leading provider of staking solutions, we help 500+ institutional clients optimize their crypto rewards , including top exchanges, asset managers, wallets, foundations, custodians, and major token holders. Our clients trust Figment for a comprehensive suite of services, including reward optimization , cutting-edge API development , detailed rewards reporting , seamless partner integrations , governance support , and slashing protection .

Backed by a team of passionate and intelligent Figmates, with a 100% remote-first global presence across 12 countries , our company is on a mission to accelerate the adoption, growth, and long-term success of the Web3 ecosystem. We’re building the infrastructure that will power the decentralized future.

As a fast-growing tech company, we’re looking for builders and innovators — people who thrive in the face of uncertainty and are motivated to make an impact. We are also looking for true teammates - people who are genuine, humble, and driven to level up together. If you're excited to shape the future, contribute to an energetic company culture , and work at the cutting edge of blockchain technology, we want you to join our team and help us lead the charge!

About the opportunity

We are seeking a Lead Customer Success Manager for the US and LATAM region to support our growing institutional client base. This role will be responsible for managing client relationships, driving retention, and ensuring customer satisfaction across our strategic Tier 1 accounts.

How you will make an impact

• Manage Tier 1 Accounts in US and LATAM
• Proactively engage with clients by setting up recurring strategic calls and providing thought leadership in communication channels
• Drive revenue growth through upsell and cross sell
• Set up and maintain reporting for institutional clients
• Guide customers through the Figment app and provide comprehensive platform training
• Answer questions regarding Figment products, staking, billing, reporting, and new network support
• Manage wallet address configurations and technical documentation
• Coordinate with cross-functional teams (DevOps, Product, Sales)
• Deliver protocol-specific content and network updates to customers

What you bring to the team

• 7+ years of account management or sales experience in fintech or digital assets
• Strong understanding of blockchain technology and proof-of-stake networks
• Experience working with institutional clients such as asset managers, exchanges, or custodians
• Excellent communication skills with the ability to explain technical concepts clearly
• Strong project management and organizational abilities
• Fluency in English required; Spanish is a plus

Technologies we use

Teams you’ll collaborate with most often

In addition to collaborating with other Customer Success team members, this role will collaborate most often with our Sales, Protocol, and Product teams.

Why you might be excited about us

At Figment, we offer an exciting range of competitive benefits designed to support and empower every member of our team :

• 100% remote-first environment. Our flagship office is in Toronto, Canada. We also have additional co-working spaces in New York, London, and Singapore. That means if you want to do your things in the office (if you’re near one), at home, or a bit of both, it’s up to you.
• 4 weeks of PTO that kick in day one, with an additional 1 week of flex days.
• Extended company-paid health benefits that kick in day one.
• Best in class parental leave and flexible arrangements.
• A home office stipend to create a space that you enjoy working in.
• A yearly Learning & Development budget.
• 401K (US) or RRSP match (Canada).
• Stock Options in the company.
• A competitive bonus (based on company performance) that is distributed bi-annually - we believe that the company’s success should be shared with our employees often

For roles listed within the Sales Department, there is instead a competitive commissions structure which will be outlined during your first interview with Figment

• Annual onsite company gatherings and retreats to inspire team bonding, collaboration, and fun!

Other reasons you may love working at Figment

• We are a team of under 200 members , which allows for an impactful contribution from day one.
• We place a strong focus on personal career development to shape a role that fits your goals and interests. Your satisfaction and well-being matter to us, and we’re here to support your ongoing growth.
• Our culture is one of honesty, professionalism and risk taking in a high-growth environment.
• Our team members themselves recommend working at Figment - with an eNPS score of 54 (which is ranked as ‘great’!).

One of Figment’s core principles is “Making the Invisible Visible” - ensuring transparency and information sharing in all communication. Figment is committed to transparency regarding pay, benefits, and other compensation types for all internal roles as well as all roles being hired for.

Base Salary : The US base salary range for this position is USD $140,000 - $160,000 . This range reflects base salary only, and does not include additional compensation or benefits. For candidates in other countries, the pay range will be disclosed upon your first interview with Figment (being a globally remote company, the list of salary ranges would simply be too long to note here!). The range displayed reflects the minimum and maximum range for a new hire across all Canada or the US. A candidate’s specific pay within the range will be determined by various factors including job-related skills, relevant education, and training.

At Figment, we try to go above and beyond in making sure that you have the best possible experience interviewing with us. We strive for a smooth, organized, and informative process.

• During your first Recruiter Call, you will be provided with more information about Figment, the position and what to expect for the rest of the interview process. Please be prepared to discuss why you are interested in joining Figment and what excites you about the position and company.
• As we go through the process, we work to make sure that you hear back from us in a timely fashion. If we decide at any point that we’re unfortunately not moving forward, we will give you feedback on why it was not a fit.
• We aim for the entire process to take around 2-4 weeks from initial screen to offer. There can be exceptions on either side of the bell curve here, but as a rule, that’s the time-frame you can expect.

At Figment, we have a thorough hiring process to verify the identity of all job candidates. This includes checking documents, conducting in-person interviews, biometric authentication and completing background checks. Candidates must pass all these steps to be considered for a job with Figment. Anyone who provides false information or tries to skip these steps will be disqualified from the hiring process immediately.

To learn more about Figment, our team, and the amazing work we are doing, visit our website . Are you ready to join us?

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