Customer Success Manager, APAC
Figment is the leading provider of blockchain infrastructure globally, offering a comprehensive staking solution to our institutional clients. Our clients include exchanges, wallets, foundations, custodians, and large token holders who rely on our institutional staking service to earn rewards on their crypto assets. With our expertise in rewards optimization, rapid API development, rewards reporting, partner integrations, governance, and slashing protection, we support the adoption, growth, and long-term success of the Web3 ecosystem. Join our team as we pave the way for the future of digital assets.
We are a growth-stage technology company seeking individuals who are builders and doers. We value those who are comfortable navigating through ambiguity and uncertainty to drive impact. If you are excited about working in new ways and contributing to a generative company culture, we want you.
About the Role
As a Customer Success Manager at Figment, you will play a crucial role in delivering an exceptional onboarding experience for our significant APAC clients. You will be the primary contact for these clients, responsible for strengthening customer relationships, overseeing customer staking and onboarding processes, exploring upsell opportunities for new products, and gathering product feedback to drive product growth.
Responsibilities
- Onboard and support customers throughout the implementation and staking lifecycle
- Manage and resolve customer inquiries and pain points, creating scalable solutions
- Drive customer satisfaction to increase retention and identify upsell opportunities
- Advocate for customer needs within the organization, collaborating with product development, sales, and support teams
- Provide expert guidance on the best utilization of our solutions to meet customer's specific needs
- Identify account expansion opportunities and collaborate with the sales team to drive upsell initiatives
- Keep customers informed about product updates, new features, and industry best practices
- Support the local APAC Lead with operational workflows, including partner engagement, client relationship management, presentation materials creation, marketing and events coordination, and other administrative activities
Qualifications
- 3-5 years of relevant experience in a senior account management or customer success position within the blockchain industry
- Experience working with senior stakeholders at organizations
- Strong cross-functional communication and interpersonal skills
- Excellent problem-solving and analytical abilities
- Deep familiarity with cryptocurrency products, blockchain technology, and preferably protocol staking
- Additional languages preferred (Japanese, Korean, and/or Indonesian)
- Experience managing customer information and communication in Salesforce, JIRA, and Intercom
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Figment is a remote-first company with a global presence in 23 countries. If you are interested in joining us and helping build the future of digital assets, we would love to hear from you.
