Customer Success Manager

About ChainPatrol

ChainPatrol combats rapidly evolving digital threats like deepfakes, cloned websites, and fraudulent support accounts targeting leading industries such as cryptocurrency, iGaming, and finance. The company is scaling its services to fintech and consumer brands to protect their online integrity.

Role Summary

As a Customer Success Manager, you will be wholly responsible for managing a portfolio of clients from start to finish. You will be the key contact for resolving issues, sharing performance data, ensuring contract renewals, and building long-term partnerships. This role involves direct client interaction through platforms like Telegram and Slack, regular presentations of threat intelligence, and managing escalations if security incidents occur.

Key Responsibilities

• Manage client accounts as the primary liaison through Telegram, Slack, and email channels.
• Conduct recurring client meetings to clearly communicate threat intelligence findings to both technical and non-technical stakeholders.
• Create and present detailed reports demonstrating the value clients receive from ChainPatrol's services.
• Handle escalations involving missed threats, delayed takedowns, or disputes about service coverage.
• Lead contract renewal processes and drive account expansions ensuring smooth commercial negotiations and paperwork coordination.
• Onboard new clients efficiently to deliver measurable value within the first 30 days.
• Relay client feedback to product development, reporting teams, and operations to address root issues proactively.
• Monitor account health signals to identify and manage risks of client churn before renewal discussions.

Candidate Profile

The ideal candidate will have 2-3 years of experience in customer success, account management, or similar roles involving direct client engagement. Excellent written communication skills are essential to effectively convey complex information. Comfort presenting data to diverse audiences and maintaining professionalism under pressure is critical. Candidates should demonstrate sound judgment in managing issues independently or escalating appropriately, strong organizational skills to manage multiple accounts simultaneously, and a keen interest in cryptocurrency and security concepts.

Preferred Qualifications

• Experience in designing or enhancing customer success processes.
• Familiarity with automation and workflow tools such as HubSpot workflows, Zapier, n8n, Retool, or scripting languages.
• Proficiency using CRM systems beyond basic data entry, including generating reports and maintaining pipeline integrity.
• Skills in SQL or spreadsheet modeling to independently analyze data.
• Background in security, fraud prevention, trust and safety, or B2B SaaS domains.
• Established network or presence in the Web3 ecosystem.

Why Join ChainPatrol?

This is an opportunity to build and shape the Customer Success function at ChainPatrol from the ground up. You will directly influence processes, reporting cycles, and automation strategies. Working here offers unique exposure to the forefront of the digital threat landscape, collaborating with clients under continuous attack scenarios.

Application Instructions

Submit your resume accompanied by a brief description of an experience where you successfully turned around a dissatisfied client. Attention is given to these personal notes.