Customer Success Manager, Lifecycle Operations

Role Overview

• Own the entire post-acquisition customer journey across:
• Legacy Wallet
• Trading Bot
• Any future subscription-based software we launch
• Reduce churn
• Increase activation
• Grow LTV
• Build scalable retention systems across products
• Design product-specific onboarding journeys
• Run onboarding/offboarding calls for high-value subscribers
• Build lifecycle email sequences and automation flows per product
• Segment users across product lines
• Create proactive churn-reduction frameworks
• Personalize journeys based on behavior and usage
• Build dashboards across PostHog, HubSpot, Whop (and future tools)
• Reconcile data across platforms that don’t sync cleanly
• Create product-level and portfolio-level reporting
• Develop and maintain a Customer Health Index (CHI) per product
• Identify churn risks early and build intervention playbooks
• Deliver weekly revenue + retention insights to founders
• Actively use AI tools to automate lifecycle workflows
• Build AI-assisted onboarding flows
• Automate support triage and response routing
• Use AI for churn prediction insights
• Build the entire CS/Lifecycle infrastructure across products.

Requirements

• 2–6 years in SaaS Customer Success, Lifecycle, Growth, or Revenue Operations
• Strong understanding of subscription economics
• Experience working across multiple product lines (preferred)
• Proven experience reducing churn and increasing LTV
• Highly analytical and comfortable working with raw data
• Experience building dashboards and interpreting cohort analysis
• AI-native
• actively using AI to improve output
• Comfortable building systems from zero
• Strong written communication

Strong Bonus

• Fintech / Crypto / Web3 experience
• Experience with HubSpot, PostHog, Whop, Circle
• Experience building Customer Health Index models
• Experience reconciling messy data across tools
• Experience in multi-product SaaS environments

Tech Stack

• Web3

Benefits

• Competitive salary + performance-based incentives tied to retention & LTV improvement
• Direct exposure to founders
• Ability to shape the entire customer success function
• Remote work
• High ownership, high-impact role
• Growth into Head of Lifecycle / CS Operations / Revenue Ops