Senior Customer Success Manager

Blockworks•New York, NY

1d•$125,000 - $150,000•Remote

About The Position

As a Senior Customer Success Manager at Blockworks, you’ll own post-sale customer relationships and help ensure customers see real value from our products during a period of change and growth. This role is hands-on and execution-driven, with room to help shape how Customer Success operates. Every day will look a little different, but in general, you will: Own a Book of Customers: You’ll manage a portfolio of Blockworks customers as their primary point of contact after sale, building strong relationships and ensuring we unlock as much value from our product offerings as possible for our clients. Drive Retention and Renewals: You’ll focus on keeping customers engaged and successful, identifying churn risk early, guiding renewal conversations, and showing customers the ROI of working with Blockworks. Be the Expert: You’ll continually engage with our Product team to maintain expertise around the use-cases, benefits, and features of each of our products, and leverage that knowledge to advise our clients in how best to solve their most burning issues with Blockworks’ offerings. Run Day-to-Day Customer Engagements: You’ll lead regular check-ins, QBRs, and ongoing communication, making sure customers feel supported, informed, and engaged. Spot and Solve Customer Problems: You’ll uncover pain points, flag issues early, and work with internal teams — product in particular — to get things resolved quickly and thoughtfully. Provide High-Value Feedback: You will consistently provide feedback to internal teams, particularly Product and Sales, based on customer conversations to inform improvements to our sales process and product roadmap. Partner Internally to Get Things Done: You’ll work closely with Sales, Product, Finance, and Operations to ensure smooth handoffs, clear expectation-setting, and follow-through on customer needs. Use Tools to Stay Organized: You’ll keep account details, health scoring, and renewal status up to date in HubSpot, using that information to prioritize your work and report status across the org. Help Improve How we do CS: As part of a small, growing team, you’ll play a key role in helping define the Customer Success function, and exemplify and champion best practices. This responsibility includes serving as an escalation point and mentor for your junior team members. Experimentation is frequent at Blockworks. Comfortability with being uncomfortable is a must.

Requirements

You’ve spent several years in Customer Success or a closely related customer-facing role in SaaS or subscription-based businesses.
You’ve owned post-sale relationships, supported renewals, and worked directly with customers to help them adopt products and achieve meaningful outcomes.
You’re comfortable managing multiple clients at once and operating across the full post-sale lifecycle, even if the exact processes weren’t fully defined.
You’ve partnered cross-functionally to resolve customer issues and push toward outcomes that work for customers and the business, all while partnering with Product to translate customer feedback into roadmap insights.
You’ve used CRM and CS tools to track account health, manage workflows, and report on performance, and you understand how to translate customer signals into action.
Importantly, you’ve likely worked in environments where things were still being figured out, whether that was an early CS team, a growing startup, or a company navigating change, and you didn’t just survive that ambiguity; you contributed to shaping what came next.

Nice To Haves

Experience working with crypto, finance, data, or similarly complex customer segments is a plus, especially if you’re comfortable learning new domains quickly.
Experience supporting data-driven products or research subscriptions will also help set you apart.
If you’ve helped stand up or evolve a CS function, or contributed to building onboarding and renewal motions, that’s a big bonus.
Familiarity with high-growth or early-stage environments where priorities shift and roles flex is especially valuable here.