Founding Customer Success Manager

Airtm; United States; Remote; USD 80,000 - 150,000; Full time

Job summary

Join a pioneering firm at the forefront of blockchain data solutions as a Founding Customer Success Manager. In this strategic role, you'll craft a world-class customer experience, ensuring successful onboarding and retention of high-value enterprise clients. Your expertise in blockchain and customer success will drive expansion strategies across diverse accounts, from major institutions to agile digital-native teams. Collaborate with cross-functional teams to translate customer feedback into actionable insights, all while managing a significant ARR portfolio. Be part of a dynamic team that bridges the gap between blockchain and traditional finance, making a meaningful impact in the rapidly evolving Web3 landscape.

Benefits

Medical, Dental, Vision, Life, and AD&D insurance

Flexible working hours

Global team collaboration

Work from anywhere with a 2-hour overlap with NYC mornings

Qualifications

• 7+ years in Customer Success or Account Management required.
• Deep experience in Web3, blockchain, or infrastructure-as-a-service.

Responsibilities

• Own onboarding, product adoption, training, and renewals.
• Design scalable Customer Success strategies aligned with goals.

Skills

Strategic Customer Success Program Development

Revenue Expansion and Renewals

Blockchain and Web3 Infrastructure Expertise

Executive Relationship Management

Customer Health Scoring and Risk Management

Product-Led Customer Advocacy

SaaS and Infrastructure GTM Strategy

Education

Bachelor's Degree

Experience in Customer Success

Job description

Allium makes blockchain data accurate, simple and fast

Blockchain data is hard, messy, and chaotic

When we started out in late 2021, our thesis was simple - blockchain data, despite it being public and free, was difficult to understand, clunky to access, and troublesome to maintain. Answering a simple question like “Who are the biggest Ethereum token holders over time?” requires an engineering team to run their own RPC nodes, ingest the full history of the blockchain, clean the data, transform the data, and finally summon a wizard to cast a complex SQL query.

Accessing data is hard because blockchains are optimized for Writes and not Reads

Why is it so hard? Blockchains have historically been optimized for Writes (getting data onto the blockchain) and less for Reads (getting data out of the blockchain). This is because optimization efforts focused on increasing transaction throughput and building fault-tolerant and scalable consensus algorithms. This neglect makes it hard to get data out efficiently and reliably at scale.

Parsing and interpreting blockchain data requires both deep domain expertise and data manipulation

To quote Tim Roughgarden, Columbia Professor, “Blockchains are (virtual) computers, not databases.”. They are Turing machines supporting general computations, and anyone can write and deploy their own smart contract for their use case. This nearly infinite variety of use cases leads to fragmentation of data schemas. Standardizing these schemas requires deep domain expertise to transform technical outputs into clear information about tokens, NFTs, stablecoins, and DEXs.

Allium abstracts the complexity with a simple way to query blockchain data

Allium tames the chaos by ingesting, sanitizing, and standardizing all this data. As of now, the data we've archived across 40+ blockchains amounts to petabytes and is growing exponentially.

Google and Bloomberg had to organize the world's public financial and web page data; Allium aims to do the same for blockchain data

This is one of the rare times in history where indexing a giant public dataset is sorely needed by all — similar to what Bloomberg did for financial data and Google for public web data. With this indexed data, we support industry trailblazers and participate in exciting trends in the industry.

About our customers

We serve two groups of customers with the same data but different platforms: Analysts who need to answer data questions about the blockchain (think BI), and Engineers who require highly reliable data queryable in near real-time (think application backends). Our customers include major institutions like Visa, Stripe, Grayscale, and leading crypto companies such as Phantom, Uniswap. Allium uniquely bridges blockchain and non-blockchain worlds.

As the Founding Customer Success Manager at Allium, you will own and scale our post-sales customer experience, ensuring customers maximize their success with Allium's blockchain data infrastructure. You won’t just manage accounts — you’ll craft a world-class Customer Success motion tailored for the next generation of Web3 companies.

This is a high-impact, strategic role that sits at the intersection of Customer Success, Product, Sales, and Engineering. You'll be responsible for onboarding high-value enterprise customers, optimizing customer health and retention, and building expansion strategies across a diverse portfolio — from large institutions to fast-moving digital-native teams.

You will directly manage a $5M+ ARR book of business and play a pivotal role in growing Allium’s Customer Success team and programs from the ground up.

Responsibilities

1. End-to-End Customer Journey: Own onboarding, product adoption, training, renewals, advocacy programs, and expansion across your accounts.
2. Strategic Success Planning: Design and implement scalable Customer Success strategies aligned with customer lifecycle stages and revenue goals.
3. Expansion Leadership: Partner with Sales to drive upsells, cross-sells, and identify new revenue opportunities inside accounts.
4. Executive Alignment: Build and nurture relationships with key customer stakeholders and act as a trusted strategic advisor.
5. Product Collaboration: Translate customer feedback into actionable product insights and prioritize features that enhance stickiness and revenue.
6. Customer Health Metrics: Develop and own a comprehensive health scoring system to monitor adoption, engagement, and at-risk accounts.
7. Process and Playbook Development: Create frameworks, QBR templates, customer education programs, and proactive engagement models.
8. Customer Advocacy: Turn successful customers into advocates through case studies, references, and participation in product advisory boards.
9. Team Leadership (Future): Contribute to hiring, mentoring, and scaling the Customer Success organization as Allium grows.

Qualifications

1. 7+ years in Customer Success, Account Management, or Strategic Partnerships, including building or scaling CSM teams and systems.
2. Deep experience in Web3, blockchain, or infrastructure-as-a-service products, with a proven understanding of developer workflows, blockchain architectures, and decentralized ecosystems.
3. Track record of developing and executing Customer Success strategies that drive adoption, retention, and expansion at scale.
4. Strong operational skills: experience building success metrics, account plans, onboarding frameworks, and customer journey maps.
5. Experience managing large enterprise accounts (multi-stakeholder, complex deployments) and high-velocity digital-first users.
6. Deep understanding of customer health modeling, risk mitigation, success planning, and executive stakeholder management.
7. Success in early-stage environments, with the ability to balance structure-building with day-to-day account management.
8. Ability to work cross-functionally with Product, Engineering, Sales, and Marketing to align customer outcomes with company strategy.
9. Exceptional communication skills — comfortable operating at both technical and executive levels.

Bonus Points

1. Experience at an early-stage blockchain, crypto, or decentralized infrastructure company.
2. Building community-driven success programs (e.g., superuser programs, ambassador networks, decentralized governance touchpoints).
3. Experience in building Customer Education programs — documentation, webinars, and enablement initiatives.
4. Exposure to open-source projects or developer ecosystems as customers.

Skills

1. Strategic Customer Success Program Development
2. Revenue Expansion and Renewals
3. Blockchain and Web3 Infrastructure Expertise
4. Executive Relationship Management
5. Customer Health Scoring and Risk Management
6. Product-Led Customer Advocacy
7. SaaS and Infrastructure GTM Strategy

Customer Testimonials and Company Values

Don't take our word for it, what our customers say about us (https://www.allium.so/blog#love)

What some ~cool people have to say about us:

• Mario Gabriele from The Generalist's Future 50 Startup List: https://www.allium.so/post/allium-named-awardee-of-the-generalists-inaugural-future-50-startups
• Tomasz Tungus from Theory Ventures: https://tomtunguz.com/allium/
• Bucky Moore from Kleiner Perkins: https://www.kleinerperkins.com/perspectives/allium-series-a/

Our Values

• Pro Athlete Mindset: Consistency and pursuit of excellence, understanding that past wins do not guarantee future success. (E.g., support for sports teams with inconsistency, like Man United)
• Figure It Out & Extreme Ownership: Embrace daily challenges, learn new frameworks, and find solutions proactively.
• High Agency: Responsiveness and problem-solving agility are key traits for success.
• Leading from the Front: Lead by example through work and momentum.
• Strong Opinions on the Future: Share ideas for improvement and adapt as needed.
• Business Smell: Understand how your work creates leverage and aligns with company goals.

About the Team

We welcome diverse backgrounds (https://www.allium.so/about). Our engineers come from various educational backgrounds and levels of experience, united by curiosity and work ethic.

Administrative Benefits

Medical, Dental, Vision, Life, and AD&D insurance: US employees get full coverage for Gold plans, 80% for dependents.

Note: We hire globally, requiring a 2-hour overlap with NYC mornings (10am-12pm ET, Mon-Thurs). Our team is based in New York, Seattle, Singapore, and Australia.

All applicants must answer this pop quiz: "What is an Allium? What is your favorite Allium?" Bonus points for correct pronunciation.