Open Position Customer Success Manager

About Us

Tenderly is on a mission to break the high barrier to entry for blockchain technology by enabling every developer to fully utilize what we believe is the next fundamental standard of the internet. We built Tenderly as an all-in-one Ethereum developer platform - a complete ecosystem of tools, services, and infrastructure to serve as an essential partner in every developers' blockchain journey.

To us, blockchain represents the future of software that is driven by open collaboration and compounding innovation; where the scarcity mentality of today is replaced by one of abundance and optimism. That’s why widespread adoption is an integral part of our mission as we try to enable as many developers as possible to enter the industry and build groundbreaking products.

So far, we have helped tens of thousands of developers work with the blockchain more efficiently, we’re actively working with some of the biggest names in the space and have most recently raised our $15M USD Series A led by Accel!

We're looking for a Customer Success Manager to join our growing team and help us set up proactive processes and scale the Customer Success team.

The current state of Customer Success in Tenderly

Since the very beginning, Tenderly has been a customer and product-obsessed company. Most of the product has been developed by listening to our user's feedback and what they need.

The companies culture values direct communication with customers through direct chats as well as through in-app methods of communication. Engineers are doing customer support as they're talking to "themselves" on the other side and most of the problems are highly technical.

All of this taken into account, the approach is still mostly reactive, instead of proactive. We take a proactive approach only with a select number of users and would like to improve in this area.

Responsibilities

  • Lead and scale the customer success team — set and drive team goals and participate in the hiring process.
  • Collaborate with the Co-Founding and Bizdev team in mapping out the space and identifying possible tighter integrations and upsells.
  • Sustain business growth and profitability by maximizing value, while minimizing churn.
  • Be the voice of the user, especially when new features are being planned out and existing ones improved.
  • Work closely with the product and engineering teams to make sure we're meeting our existing user needs.
  • Evaluate and improve tutorials and other communication infrastructure.
  • Integrate tightly with and help optimize the customer support processes to identify improvement areas from a product and process perspective.
  • Work with the Bizdev and Marketing team in establishing baseline metrics for measuring user relationship health.

Requirements

  • Strong writing, communication and interpersonal skills.
  • Experience in hiring and managing high-performing customer success teams.
  • Experience in working with external stakeholders to correctly identify problems and opportunities both from a product perspective.
  • Ability to navigate complex technological conversations and gather relevant information while communicating with stakeholders.
  • Strong communication and collaboration skills while working cross-functionally; ability to drive alignment among teams in a dynamic environment.

What we Offer

  • 📈 Competitive salary and stock options.
  • 🏥 Private health insurance for you and your family.
  • 🕒 Flexible work hours and vacation policy.
  • 💻 Modern laptop and equipment.
  • 🚀 Be part of a fast-growing, international team with the potential to contribute to the success and growth of blockchain technology as a whole.
  • Blockchain exposure while fully utilizing your existing skills and expertise.
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