Customer Success Manager

Allium Inc.

Job Overview

Location

Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• Join Allium Inc., a pioneering company revolutionizing blockchain data accessibility, as a Customer Success Manager. We are on a mission to make blockchain data accurate, simple, and fast, akin to how Google organized the web and Bloomberg organized financial data. Our platform tames the chaos of blockchain data, ingesting, sanitizing, and standardizing petabytes of information across over 100 blockchains, with exponential growth.
• In this high-impact, strategic role, you will own and scale our post-sales customer experience, ensuring our clients, ranging from major institutions like Visa, Stripe, and Grayscale to leading crypto companies such as Phantom and Uniswap, maximize their success with Allium's cutting-edge blockchain data infrastructure. You will be instrumental in crafting a world-class Customer Success motion purpose-built for the next generation of Web3 companies.
• This position sits at the critical intersection of Customer Success, Product, Sales, and Engineering. You will be responsible for the end-to-end customer journey for high-value enterprise clients. This includes meticulously managing the onboarding process, driving product adoption, delivering comprehensive training, ensuring seamless renewals, cultivating advocacy programs, and identifying and executing expansion strategies across a diverse portfolio of users.
• You will directly manage a significant book of business, valued at over $5 million in Annual Recurring Revenue (ARR). Furthermore, you will play a pivotal role in the foundational growth of Allium’s Customer Success team and programs, contributing to the development of scalable processes and best practices from the ground up.
• Your responsibilities will encompass designing and implementing scalable Customer Success strategies that are meticulously aligned with customer lifecycle stages and overarching revenue goals. This requires a proactive approach to understanding customer needs and anticipating future requirements.
• You will act as a key expansion leader, partnering closely with the Sales team to drive upsells, cross-sells, and proactively identify new revenue opportunities within your existing accounts. This involves understanding customer business objectives and demonstrating how Allium can further support their growth.
• Building and nurturing strong executive relationships with key customer stakeholders is paramount. You will serve as a trusted strategic advisor, providing insights and guidance that foster long-term partnerships and ensure customer satisfaction at the highest levels.
• A crucial aspect of this role involves close collaboration with the Product and Engineering teams. You will be responsible for translating invaluable customer feedback into actionable product insights, helping to prioritize features that enhance product stickiness and drive revenue growth. Your input will directly shape the future of Allium's offerings.
• Developing and owning a comprehensive customer health scoring system is essential. This system will enable you to proactively monitor adoption, engagement, and identify at-risk accounts, allowing for timely intervention and support.
• You will be instrumental in creating and refining the operational frameworks for Customer Success. This includes developing QBR templates, comprehensive customer education programs, and proactive engagement models that ensure consistent and high-quality customer interactions.
• Cultivating customer advocacy is a key objective. You will work to transform successful customers into vocal advocates through compelling case studies, valuable references, and active participation in product advisory boards, amplifying Allium's success stories.
• As Allium continues its rapid growth, you will contribute to the early hiring, mentoring, and scaling of the Customer Success organization, helping to build a world-class team and foster a culture of excellence.
• This role demands a deep understanding of both the technical intricacies of blockchain data and the strategic business needs of our diverse clientele. You will be the bridge between complex technology and tangible business value, ensuring our customers achieve their desired outcomes.
• You will be empowered to take ownership, figure out solutions to complex problems, and operate with high agency, demonstrating a pro-athlete mindset focused on consistent excellence and continuous improvement. Your ability to lead from the front and build momentum through proof of work will be highly valued.
• We are looking for someone with strong opinions on the future of blockchain data and customer success, who is also open to evolving those opinions as new information emerges. A keen sense of business acumen, understanding how your work contributes to team leverage and company goals, is essential.
• This is an opportunity to be at the forefront of the blockchain data revolution, working with a talented and driven team in a fast-paced, innovative environment. You will have a direct impact on the success of our customers and the growth of Allium Inc.

🎯 Requirements

• 5+ years in Customer Success, Account Management, or Strategic Partnerships, with a proven track record of building or scaling CSM teams and systems.
• Deep experience in Web3, blockchain, or infrastructure-as-a-service products, with a strong understanding of developer workflows, blockchain architectures, and the unique nuances of decentralized ecosystems.
• Demonstrated success in developing and executing Customer Success strategies that drive adoption, retention, and expansion at scale, managing both large enterprise accounts and high-velocity digital-first users.
• Strong operational capabilities, including experience building success metrics, account plans, onboarding frameworks, and customer journey maps.
• Exceptional communication and interpersonal skills, with the ability to engage effectively with technical teams, business stakeholders, and C-suite executives.

🏖️ Benefits

• Medical, Dental, Vision, Life and AD&D insurance with 100% coverage for US employees on Gold plans.
• Meaningful early-stage equity through stock option grants, allowing you to share directly in Allium's success.
• Flexible, trust-based paid time off that meets or exceeds local statutory requirements.
• Company-sponsored 401(k) plan for US employees to save for the long term.

Skills & Technologies

REST

Remote

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Allium Inc.

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About Allium Inc.

Allium provides a unified data platform that aggregates and normalizes blockchain and traditional financial data, offering APIs and analytics tools for institutions, exchanges, and fintechs. The company delivers real-time and historical datasets across major blockchains, enabling users to query balances, transactions, and market metrics without running their own nodes. Allium’s infrastructure supports compliance, trading, and risk management use cases by delivering clean, indexed, and continuously updated data streams.

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