Success Lead: Retention & Growth Strategy
We are seeking a results-driven Customer Success Lead to transform our user post-onboarding experience. We manage a high-stakes environment and need a system that minimizes churn and maximizes Net Revenue Retention (NRR). You won't just be "talking" to users; you will be building the infrastructure that tracks their health and automates their success.
Key Deliverables & Milestones:
Milestone 1: Ecosystem Audit (10 days)
Full analysis of the current user lifecycle.
Identification of "Churn Triggers" and friction points in the Web3 onboarding flow.
Milestone 2: The Retention Blueprint (15 days)
Design of a Customer Health Score framework (data-driven KPIs).
Creation of segmented communication playbooks (automated & high-touch).
Milestone 3: Implementation & Scaling (35 days)
Deployment of automated onboarding sequences.
Delivery of internal SOPs for team handovers and expansion identification.
Ideal Candidate Profile:
Deep experience in Web3 or Fintech SaaS. You understand the unique friction of wallet connections and on-chain interactions.
Master of CRM/Automation tools (HubSpot, Intercom, or similar).
Ability to define and track LTV, NRR, and Time-to-Value.
Strategic thinker who can also write high-conversion copy.
Why work with us? We operate a high-growth ecosystem and value efficiency over bureaucracy. This is a role for a builder who wants to see their systems in action immediately.
