Customer Success Manager

Quicknode is a cloud-based infrastructure company that powers the blockchain ecosystem.

Our mission is to be the indispensable utility that empowers companies and innovators globally to build next-generation, Web3 enabled businesses & applications using blockchain technology. Quicknode is backed by some of the world’s best investors including Tiger Global, Y Combinator, SoftBank, and the Seven Seven Six Fund. The Quicknode team has over 120 people maintaining high performance global data infrastructure for amazing customers serving billions of requests daily.

We are a global remote company with an HQ in Miami, Florida.

The Role

As a Customer Success Manager at Quicknode, you will be responsible for nurturing our top accounts to drive greater adoption, satisfaction, and expansion revenue through technical guidance, thought leadership, and best practices. You will be working directly with many of our top customers to help enable their success. You’ll jump headfirst with customer onboarding, adoption, education, and ongoing advisory and nurture.

What You’ll Do

• Lead and manage the onboarding process for new customers, ensuring smooth setup and integration of QuickNode’s services.

• Oversee the successful implementation of blockchain solutions, working with customers to tailor our offerings to their specific needs.

• Manage quarterly strategic plans per customer to track progress and opportunities to drive revenue goals.

• Provide hands-on assistance and consultative guidance to ensure customers leverage QuickNode’s platform to its fullest potential.

• Act as the primary point of contact for customers during implementation, managing timelines, deliverables, and key milestones.

• Coordinate cross-functional teams internally (technical, product, engineering) to ensure customer requirements are met on time.

• Drive continuous process improvements to streamline implementations and enhance customer satisfaction.

• Build strong, long-term relationships with clients to ensure continued success and satisfaction with QuickNode’s products.

• Actively identify opportunities for upselling and cross-selling QuickNode’s services, working with the Sales team to drive expansion.

• Monitor customer usage, track performance metrics, and proactively address potential issues before they impact the customer experience.

• Leverage your deep understanding of blockchain to offer strategic advice and troubleshooting support to clients.

• Stay up-to-date on the latest developments in the blockchain ecosystem to help clients navigate the rapidly changing landscape.

• Educate customers on best practices for building and scaling decentralized applications.

What You’ll Bring

• 2+ years of Customer Success facing experience in a hyper-growth environment.

• 1+ years experience in Blockchain.

• Experience working at a start-up.

• Experience updating customer notes and stages in a CRM tool.

• You have experience proactively managing a variety of customer relationships from launch to go-live, through renewal and the entire lifecycle in between including relevant expansion targets.

• Understanding of partner relationships and ability to influence actions and outcomes.

• You are obsessed with customer success and believe your number one responsibility is the best interests and growth enablement of your customer. You are comfortable with creating success plans to track customer outcomes while developing a deep understanding of their business goals, initiatives, and use cases to support both short and long-term goals and then realizing those into solid tangible outcomes.

• Ability to lean on a strategic mindset, you are well adept at building and executing comprehensive success plans for complex customers.

• High integrity, humble, and a team-first mentality. Impact over ego-driven.

• You work well under pressure, are a results-oriented individual, and you are a team player.

• Experience working with a technical product and aptitude to learn complex technical concepts.

• Ability to document stages and hit key deadlines for renewals and expansions.

• Business acumen with an implicit understanding of how to prioritize tasks.

• Strong analytical and problem-solving skills.

The US On Target Total Compensation salary range and level for this position are $154,800 – $172,000 per year and level P3. International ranges, in local currency, will be discussed during the hiring process with applicable candidates. This role is eligible for a quarterly bonus tied to company and individual goal achievement. We consider years of experience, level of proficiency in job function, the technical competencies required and location when determining base salary ranges for positions and levels.

The Quicknode compensation philosophy includes pillars to ensure fair and unbiased compensation for all employees. To design and deliver total reward offerings that are employee-centric. To offer a competitive benefit package in all locations where we operate. To prioritize attracting and retaining the best talent globally. To maintain a high-performing and flexible way of working.

During the hiring process, we are committed to discussing compensation openly and honestly. We encourage candidates to share their salary expectations and requirements early, allowing for an individualized discussion. We know that our total rewards practices impact the lives and wellbeing of our employees. Therefore, we will never stop learning about the market, our business, your needs, and how best to achieve our goals through thoughtful and data-driven practices. If you have any questions or require further information about the compensation for this position, please don’t hesitate to reach out to your Recruiter.

We at Quicknode are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.