Customer Success Manager (Blockstream Enterprise)

Blockstream is a leading Bitcoin company founded in 2014, specializing in infrastructure solutions for enterprises and individuals. The Customer Success Manager will design and implement a Customer Success Framework, guiding enterprise clients through the post-contract lifecycle to ensure successful utilization of complex enterprise systems.

Responsibilities:

• Prepare presentations, support Business Development team, pre-configure demo stand to reflect customer use cases and run the demos
• Coordinate the post-contract activation process, including the preparation and facilitation of technical key ceremonies
• Guide clients through infrastructure requirements and prerequisites, ensuring all stakeholders are prepared for activation milestones
• Manage client invitations, application setup, and initial workspace configuration
• Deliver structured onboarding sessions to ensure clients understand the product’s capabilities, safe-vs-restricted actions, and how to reach their business objectives
• Translate client-specific business cases (e.g., complex approval flows, role management, or transaction policies) into the product’s policy engine
• Facilitate live configuration sessions, providing 'hand-holding' support while the client performs setup in their production environment
• Act as the primary point of contact for long-term success, conducting regular check-ins to monitor usage, collect feedback, and identify potential risks or expansion opportunities
• Collaborate with Product and Engineering teams to translate client feedback into actionable UX/UI improvements

Requirements:

• Financial Industry Expertise: Proven track record in the financial services sector. You have direct experience managing client onboarding or technical implementation for complex banking software, core banking platforms, treasury management systems, or digital payment infrastructure
• Customer Success/Implementation Experience: 5+ years in Customer Success, Technical Account Management, Implementation Management, or Solution Consulting for enterprise-grade, technically complex software
• Technical Literacy: Familiarity with complex security concepts (e.g., Key Ceremonies, PEDs, HSM/HSC, policy engines)
• Consultative Facilitation: Exceptional ability to lead live screen-sharing sessions and cross-functional calls involving diverse stakeholders
• Building Framework: Experience in business process analysis, and translating the results into policies, instructions and guidelines
• Project Management: Demonstrated ability to manage multi-week onboarding projects and milestone tracking
• Documentation Skills: Ability to digest complex technical documentation and distill it into simple, actionable guidance for non-technical stakeholders
• Capacity to manage multiple internal stakeholders (Engineering, Product, Support, IT) to ensure a unified client experience
• Experience in decomposing and documenting repeatable processes, creating 'playbooks,' and building knowledge bases for technical products
• Ability to work in a high-growth face-paced startup environment, remaining flexible as organizational processes evolve