Customer Success Manager

Customer Success Manager

LayerZero is looking for an experienced customer-facing professional to manage and grow our relationships with a variety of customers. The right candidate is a natural at building strong partnerships and has demonstrated success owning and growing customer relationships (cross-selling/up-selling, increasing product utilization, senior stakeholder management). In this role, you will focus on managing a portfolio of LayerZero customer accounts, primarily chains and mid-level accounts.

Our team leaves egos at the door, works hard, has big ambitions, and is passionate about building the infrastructure operability layer of tomorrow. We expect the same from you.

The working environment is fast pace with plenty of ambiguity, change, and odd hours. You have to be okay with that as we continue to grow and mature as an organization.

What You'll Do

• Account Strategy
• Develop tailored strategies for each account to drive growth, adoption, and usage of LayerZero's products
• Onboarding and Education
• Lead the onboarding process for users, providing guidance on navigating the LayerZero offerings
• Develop and deliver educational resources, workshops, and materials tailored to the intricacies of our protocol and the broader industry
• User Engagement and Relationship Building
• Proactively engage with users to understand their goals, challenges, and objectives in the context of interoperability infrastructure
• Build and nurture relationships with key stakeholders in the industry, becoming a trusted advisor to our users
• Product Adoption
• Collaborate with our users to identify opportunities for increased adoption of LayerZero offerings
• Facilitate training sessions and provide hands-on support to empower users in navigating and utilizing LayerZero
• Health Monitoring
• Monitor and analyze user engagement metrics specific to assess account health
• Proactively identify and address potential challenges unique to the interoperability landscape, collaborating with the product team for solutions
• Issue Resolution and Advocacy
• Serve as the primary point of contact for users, addressing inquiries, issues, and concerns related to implementation of LayerZero offerings
• Advocate for user needs within the organization and collaborate with the development team to enhance the user experience
• Community Engagement
• Actively participate in Web3 and blockchain communities to stay informed about industry trends, emerging technologies, and user sentiments
• Represent the company in community forums and events, fostering a sense of belonging and connection

About You

• 2-5 years of business development and/or account management experience
• A good understanding of the Web3 industry
• Technical expertise is a plus
• You're a natural problem solver who is highly organized and can juggle multiple tasks at once
• You have a solid understanding of business development operations, including deal tracking, pipeline management and forecasting
• You have excellent communication and interpersonal skills, and you enjoy working across different teams
• You're proactive, take initiative, and thrive in fast-paced, ever-changing environments
• You're comfortable with a high level of responsibility and are excited about the opportunity to support an executive closely

Equal Opportunity Employer

LayerZero Labs is committed to fostering a diverse and inclusive workplace. LayerZero Labs is an equal opportunity employer and does not discriminate on the basis of race, national origin, religion, gender, gender identity, sexual orientation, marital status, protected veteran status, disability, age, or any other legally protected status.