Customer Success Manager

Safe Labs • New York, NY

31d • Hybrid

About The Position

Safe Labs is launching its first paid product motion. Our commercial focus in 2026 is to convert our users into subscription customers - Pro and Enterprise plans - that give them cost predictability, frictionless transacting, and direct access to our team via the Customer Success Manager. As Customer Success Manager, you will own this conversion motion. You will work directly with the high-TVP teams already operating on Safe - protocols, treasuries, asset managers, payroll operators, smart contract teams - and guide their transition from free usage to a paid plan. The goal is not to sell new logos. The goal is to deepen relationships with users we already serve, secure the value they process on Safe, and build the named-contact, recurring-relationship surface that today does not exist. The motion is high-velocity, mid-ACV, conversion-focused, and built on understanding crypto-native operations rather than running classical enterprise sales cycles. In this role, you will Convert ~100 high-usage Safe accounts into paying customers within the first year Identify and engage target accounts via CRM/product signals and direct outreach (Telegram, Slack, email, calls) Build CRM intelligence by documenting wallet addresses, key contacts, and decision-makers Manage customer relationships including renewals, expansion, check-ins, and escalations Share customer insights and feedback with Product and Marketing teams Collaborate cross-functionally with Partnerships and Customer Support to drive commercial opportunities In the early phase, you will both close and manage accounts - helping formalize Enterprise as a core pillar of Safe. You are comfortable with Operating without a fully built sales playbook - you help build it Articulating subscription value to users Navigating crypto-native skepticism toward monetization Working with anonymous or pseudonymous users, finding decision-makers without traditional contact databases Direct feedback and high expectations

Requirements

• 2 - 5 years of commercial experience (B2B sales, account management, customer success, partnerships)
• Genuine fluency in the EVM ecosystem - DeFi, treasury operations, multi-sig workflows, account abstraction, wallets, cross-chain operations within EVM
• Hands-on familiarity with the kinds of teams already using Safe: protocols, DAOs, asset managers, on-chain treasuries, smart contract operators, RWA & stablecoin issuers
• Comfort with a high-velocity, mid-ACV motion (subscriptions priced from $49/month to $599/month) - not enterprise sales cycles
• Strong account management instincts: retention DNA, not hunter DNA
• Ability to read product usage data, CRM signals, and on-chain activity to prioritize outreach
• Operating without a fully built sales playbook - you help build it
• Articulating subscription value to users
• Navigating crypto-native skepticism toward monetization
• Working with anonymous or pseudonymous users, finding decision-makers without traditional contact databases
• Direct feedback and high expectations

Nice To Haves

• Existing personal network in the Ethereum / EVM ecosystem
• Experience at a wallet, custody, infrastructure, security, account abstraction, developer tooling, or institutional crypto company
• Exposure to teams operating on-chain treasuries or DeFi operations
• Experience in early-stage or scale-up commercial roles where the motion was being built

Responsibilities

• Convert ~100 high-usage Safe accounts into paying customers within the first year
• Identify and engage target accounts via CRM/product signals and direct outreach (Telegram, Slack, email, calls)
• Build CRM intelligence by documenting wallet addresses, key contacts, and decision-makers
• Manage customer relationships including renewals, expansion, check-ins, and escalations
• Share customer insights and feedback with Product and Marketing teams
• Collaborate cross-functionally with Partnerships and Customer Support to drive commercial opportunities
• In the early phase, you will both close and manage accounts - helping formalize Enterprise as a core pillar of Safe.

Benefits

• Home Working Budget: Personalize your home office with a dedicated budget! Choose from a sleek desk, top-notch headphones, a comfy chair, and more. We're committed to creating a workspace that inspires you.
• 30 vacation days as standard: Take the time off you need no matter where you work. All of our contributors get 30 vacation days by default, with public holidays in addition.
• Continuous Learning: Invest in yourself with our personal education and conference budgets. Stay ahead of the curve by attending conferences, workshops, and courses that align with your professional growth.
• Innovative Fridays: Unleash your creativity! Spend Friday afternoons diving into research or working on a side project within our exciting ecosystem. It's the perfect opportunity to explore new ideas and contribute to innovative endeavours.
• Flexible Work Schedules: Embrace work-life balance with our flexible working schedules. We understand that everyone has unique needs, and our hybrid work policies empower you to choose a working style that suits you best.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed