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Customer Success Manager

View Job

Allium

New York City or Seattle or Singapore or Australia | Remote

Today

Senior Level

Allium makes blockchain data accurate, simple and fast

Blockchain data is hard, messy, and chaotic

When we started out in late 2021 our thesis was simple - blockchain data, despite it being public and free, was difficult to understand, clunky to access and troublesome to maintain. Answering a simple question like “Who are the biggest Ethereum token holders over time?” requires an engineering team to run their own RPC nodes, ingest the full history of the blockchain, clean the data, transform the data and finally summon a wizard to cast a complex SQL query.

Accessing data is hard because blockchains are optimized for Writes and not Reads

Why is it so hard? Blockchains have historically been optimized for Writes (getting data onto the blockchain) and less for Reads (getting data OUT of the blockchain). This is because optimization efforts were focused on increasing transaction throughput and building fault tolerant and scalable consensus algorithms. This neglect makes it hard to get data out efficiently and reliably at scale.

Parsing and interpreting blockchain data requires both deep domain expertise and data manipulation

To quote Tim Roughgarden, Columbia Professor, “Blockchains are (virtual) computers, not databases.” They are Turing machines that support general computations, and anyone can write and deploy their own smart contract for their own use case. This nearly infinite number of use cases leads to the fragmentation of data schemas for different purposes. Standardizing these schemas requires deep domain expertise to turn esoteric technical outputs into clear information for specific concepts like tokens, NFTs, stablecoins and DEXs.

Allium abstracts the complexity with a simple way to query blockchain data

Allium tames the chaos by ingesting, sanitizing, and standardizing all this data. As of this post, the data we’ve archived across 100+ blockchains is in the petabytes and growing exponentially.

Google and Bloomberg had to organize the world's public financial and webpage data, Allium is on a mission to do the same for blockchain data

This is one of the rare times in history where indexing a giant public dataset is sorely needed by all - similar to what Bloomberg did for financial data and what Google organized for public webpage data. With this indexed data, we are fortunate to support trailblazers in this industry and play some role the industry’s most exciting trends:

About our customers

We serve 2 groups of customers today with the same data but different platform. Analysts who need to answer data questions about the blockchain (think BI) and Engineers who need highly reliable data queryable in near realtime (think Application backends). Our customers include the biggest institutions Visa, Stripe, Grayscale and also the biggest crypto companies such as Phantom, Uniswap. Allium is one of the unique companies in the industry that bridge blockchain and non blockchain worlds.

As a Customer Success Manager at Allium, you will own and scale our post-sales customer experience, ensuring customers maximize their success with Allium's blockchain data infrastructure. You won’t just manage accounts — you’ll craft a world-class Customer Success motion purpose-built for the next generation of Web3 companies.

This is a high-impact, strategic role that sits at the intersection of Customer Success, Product, Sales, and Engineering. You'll be responsible for onboarding high-value enterprise customers, optimizing customer health and retention, and building expansion strategies across a diverse portfolio of users — from large institutions to fast-moving digital-native teams.

You'll directly manage a $5M+ ARR book of business and play a pivotal role in growing Allium’s Customer Success team and programs from the ground up.

Responsibilities

End-to-End Customer Journey: Own onboarding, product adoption, training, renewals, advocacy programs, and expansion across your accounts.
Strategic Success Planning: Design and implement scalable Customer Success strategies that align with customer lifecycle stages and revenue goals.
Expansion Leadership: Partner closely with Sales to drive upsells, cross-sells, and identify new revenue opportunities inside accounts.
Executive Alignment: Build and nurture executive relationships with key customer stakeholders and act as a trusted strategic advisor.
Product Collaboration: Translate customer feedback into actionable product insights and prioritize features that drive stickiness and revenue growth.
Customer Health Metrics: Build and own a comprehensive health scoring system to monitor adoption, engagement, and at-risk accounts.
Process and Playbook Development: Create frameworks, QBR templates, customer education programs, and proactive engagement models.
Customer Advocacy: Turn successful customers into advocates through case studies, references, and participation in product advisory boards.
Team Leadership (Future): Contribute to the early hiring, mentoring, and scaling of the Customer Success organization as Allium grows.

Qualifications

5+ years in Customer Success, Account Management, or Strategic Partnerships, including building or scaling CSM teams and systems.
Deep experience in Web3, blockchain, or infrastructure-as-a-service products, with a proven understanding of developer workflows, blockchain architectures, and the unique nuances of decentralized ecosystems.
Track record of developing and executing Customer Success strategies that drive adoption, retention, and expansion at scale.
Strong operational chops: you’ve built success metrics, account plans, onboarding frameworks, and customer journey maps.
Experience managing both large enterprise accounts (multi-stakeholder, complex deployments) and high-velocity digital-first users.
Deep understanding of customer health modeling, risk mitigation, success planning, and executive stakeholder management.
Success in early-stage environments, with the ability to balance structure-building with day-to-day account management.
Ability to work cross-functionally with Product, Engineering, Sales, and Marketing to align customer outcomes with company strategy.
Exceptional communication skills — comfortable operating at both the technical level and the executive boardroom level.

Bonus Points

You've worked at an early-stage blockchain, crypto, or decentralized infrastructure company.
Experience building community-driven success programs (e.g., superuser programs, ambassador networks, decentralized governance touchpoints).
Prior experience in building Customer Education programs — documentation, webinars, and customer enablement initiatives.
Exposure to open-source projects or developer ecosystems as customers.

Skills

Strategic Customer Success Program Development
Revenue Expansion and Renewals
Blockchain and Web3 Infrastructure Expertise
Executive Relationship Management
Customer Health Scoring and Risk Management
Product-Led Customer Advocacy
SaaS and Infrastructure GTM Strategy

Don't take our word for it, what our customers say about us (https://www.allium.so/blog#love)

What some ~cool people have to say about us:

Mario Gabriele from The Generalist's Future 50 Startup List: https://www.allium.so/post/allium-named-awardee-of-the-generalists-inaugural-future-50-startups
Tomasz Tungus from Theory Ventures: https://tomtunguz.com/allium/
Bucky Moore from Kleiner Perkins: https://www.kleinerperkins.com/perspectives/allium-series-a/

Ok.. now for some tough love, here are the values we strive for at Allium:

Pro Athlete Mindset - Consistency. Day in and day out, in pursuit of excellence. A win yesterday does not guarantee (or even imply!) a win tomorrow. I hope anyone who supports a failing sports team will feel the pain (cough Man United fans) of inconsistency
Figure It Out & Extreme Ownership - Every day is unexplored territory. There are new engineering frameworks, new legal docs, new compliance, new sales, new regulations, and new operational procedures every single day. If you don’t know it, learn it. If you can’t learn it, find someone or a product that does it. If you can’t find someone, find someone who can find someone. It is never lack of resources, but lack of resourcefulness.
High Agency - (One of) the highest commonality between all successful people is their responsiveness, most successful billionaire CEOs still reply to emails within minutes (within working hours). And when you reply, respond fast with effective solutions - and even better, resolutions. If you’re looking for a superpower, you can’t go wrong with responsiveness. Well of course this doesn't make sense when you're an engineer coding in flow, but in general high agency of problem solving gets one very far in life
Leading from the Front - No one is going to listen (and adopt) your suggestion unless you lead by example. It’s one thing to say We need to do XYZ this better & it’s another thing to build an MVP and say “This is the way we should do things”. The proof of work and momentum goes a long way.
Strong Opinions On the Future (loosely held) It is okay to be wrong, but what is not okay is not to have an idea of how a better future should be. Alliumites take pride in trying to improving everything about the company all the time.
Sense of (allium) business smell - There are number of folks who live to eat at Allium, but the Allium smell we are talking about is that we love folks who naturally want to know why and how the work they are doing builds leverage for their teammates and also relates to the business goals

About the team

We invite people of all backgrounds (https://www.allium.so/about). We have engineers who learnt coding much later in life, who learnt coding on the side, we have engineers who are still in school and we also have engineers who went to the top schools (CMU, Stanford, UIUC, UPenn, Oxford, NUS, Cornell), all are welcome if one comes in with a curious mind and an infectious work ethic.

Administrative Benefits

Medical, Dental, Vision, Life and AD&D insurance - US folks get 100% coverage for Gold plans, 80% for dependents
Ownership - Meaningful early-stage equity. Every full-time employee receives a stock option grant so you can share directly in Allium's upside
Time off - Flexible, trust-based paid time off. We encourage people to take the rest they need. In every country we hire, our policies meet or exceed local statutory vacation requirements
Retirement - Company sponsored 401(k) plan in US so you can save pre-tax for the long term

Note: The sun never sets on Allium - we hire from any geographical location as long as you are willing to overlap 2 hours overlap on NYC mornings Mon-Thurs from 10am-12pm ET. We have people based in New York, Seattle, Singapore and AustraliaAll applicants have to answer this pop quiz: "What is an Allium? What is your favorite Allium?*". Bonus points for the right pronunciation. *

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