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Customer Success Manager

Blockstream was founded in 2014 by Dr. Adam Back and a group of fellow cryptographers and engineers who are passionate about Bitcoin and its potential to change the world. Today, Blockstream is the leading Bitcoin company, providing cutting-edge infrastructure solutions for enterprises, institutions, and individual Bitcoin users. We develop industry-leading Bitcoin self-custody solutions, Bitcoin-based financial products, second-layer scaling technologies, and enterprise-grade blockchain infrastructure.

The Customer Success Manager sits at the intersection of organizational facilitation, product onboarding, implementation management, and solution consulting. Your primary mission is to design Customer Success Framework and guide enterprise clients through the entire post-contract lifecycle—bridging the gap between a signed contract and the successful, autonomous use of our technically sophisticated enterprise systems. You will act as a trusted advisor, navigating clients through high-stakes configurations (such as key ceremonies and complex policy engines) in our 'open-world' architecture.

What You Will Be Doing (Responsibilities):

• Prepare presentations, support Business Development team, pre-configure demo stand to reflect customer use cases and run the demos
• Coordinate the post-contract activation process, including the preparation and facilitation of technical key ceremonies
• Guide clients through infrastructure requirements and prerequisites, ensuring all stakeholders are prepared for activation milestones
• Manage client invitations, application setup, and initial workspace configuration
• Deliver structured onboarding sessions to ensure clients understand the product's capabilities, safe-vs-restricted actions, and how to reach their business objectives
• Translate client-specific business cases (e.g., complex approval flows, role management, or transaction policies) into the product's policy engine
• Facilitate live configuration sessions, providing 'hand-holding' support while the client performs setup in their production environment
• Act as the primary point of contact for long-term success, conducting regular check-ins to monitor usage, collect feedback, and identify potential risks or expansion opportunities
• Collaborate with Product and Engineering teams to translate client feedback into actionable UX/UI improvements

What We Look For In You (Required Qualifications):

• Financial Industry Expertise: Proven track record in the financial services sector. You have direct experience managing client onboarding or technical implementation for complex banking software, core banking platforms, treasury management systems, or digital payment infrastructure
• Customer Success/Implementation Experience: 5+ years in Customer Success, Technical Account Management, Implementation Management, or Solution Consulting for enterprise-grade, technically complex software
• Technical Literacy: Familiarity with complex security concepts (e.g., Key Ceremonies, PEDs, HSM/HSC, policy engines)
• Consultative Facilitation: Exceptional ability to lead live screen-sharing sessions and cross-functional calls involving diverse stakeholders
• Building Framework: Experience in business process analysis, and translating the results into policies, instructions and guidelines
• Project Management: Demonstrated ability to manage multi-week onboarding projects and milestone tracking
• Documentation Skills: Ability to digest complex technical documentation and distill it into simple, actionable guidance for non-technical stakeholders

Nice To Haves (Preferred Qualifications):

• Capacity to manage multiple internal stakeholders (Engineering, Product, Support, IT) to ensure a unified client experience
• Experience in decomposing and documenting repeatable processes, creating 'playbooks,' and building knowledge bases for technical products
• Ability to work in a high-growth face-paced startup environment, remaining flexible as organizational processes evolve

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