Customer Success Manager (Web3)

TL;DR

Customer Success Manager (Web3): Managing enterprise accounts and driving revenue growth for a blockchain analytics platform with an accent on retention, upsell strategies, and deep product integration. Focus on building strategic relationships, mitigating renewal risks, and navigating complex commercial cycles within the crypto and payments industry.

Location: Hybrid, must be based in London, United Kingdom

Company

hirify.global is a leading provider of crypto-asset risk management and compliance solutions for financial institutions and crypto-native businesses.

What you will do

• Manage a nominated list of enterprise customers throughout their lifecycle from onboarding to renewal.
• Drive profitable revenue growth through upsell and cross-sell opportunities within existing accounts.
• Build and execute strategic account plans to maximize net account retention and market share.
• Analyze customer utilization data to identify trends, mitigate churn risk, and assess health.
• Conduct high-impact QBRs, product demonstrations, and contract negotiations.
• Collaborate cross-functionally with Account Executives and Solutions Consultants to support complex sales cycles.

Requirements

• Extensive experience in Customer Success or Account Management for enterprise SaaS solutions.
• Proven track record of managing and expanding accounts in the crypto, payment, or financial services industry.
• Strong analytical skills with the ability to interpret usage data and business models.
• Experience in managing complex commercial negotiations, including renewals and churn mitigation.
• Excellent communication skills for stakeholder management and executive presentations.
• Entrepreneurial mindset with the ability to thrive in a high-pace, low-structure environment.

Nice to have

• Understanding of AML, KYC, and forensics in cryptocurrency environments.
• Familiarity with compliance workflows in financial institutions.
• Experience with B2B complex sales methodologies.

Culture & Benefits

• Hybrid working model with flexibility to work from anywhere for up to 90 days per year.
• £500 home office setup budget and $1,000 annual Learning & Development budget.
• 25 days annual leave plus bank holidays and an extra day for your birthday.
• Comprehensive benefits including private health insurance and mental health support.
• Enhanced parental leave: 16 weeks fully-paid leave regardless of gender.
• £100 in crypto upon joining and life assurance coverage.