Lead Customer Success Manager

You could work anywhere. Why Figment? Figment powers the future of Web3 through industry‑leading blockchain infrastructure. As the leading provider of staking solutions, we help 500+ institutional clients optimize their crypto rewards, including top exchanges, asset managers, wallets, foundations, custodians, and major token holders. Our clients trust Figment for a comprehensive suite of services, including reward optimization, cutting‑edge API development, detailed rewards reporting, seamless partner integrations, governance support, and slashing protection. Backed by a team of passionate and intelligent Figmates, with a 100% remote‑first global presence across 12 countries, our company is on a mission to accelerate the adoption, growth, and long‑term success of the Web3 ecosystem. We’re building the infrastructure that will power the decentralized future. About the opportunity We are seeking a Lead Customer Success Manager for the US and LATAM region to support our growing institutional client base. This role will be responsible for managing client relationships, driving retention, and ensuring customer satisfaction across our strategic Tier 1 accounts. How you will make an impact Manage Tier 1 accounts in US and LATAM. Proactively engage with clients by setting up recurring strategic calls and providing thought leadership in communication channels. Drive revenue growth through upsell and cross‑sell. Set up and maintain reporting for institutional clients. Guide customers through the Figment app and provide comprehensive platform training. Answer questions regarding Figment products, staking, billing, reporting, and new network support. Manage wallet address configurations and technical documentation. Coordinate with cross‑functional teams (DevOps, Product, Sales). Deliver protocol‑specific content and network updates to customers. What you bring to the team 7+ years of account management or sales experience in fintech or digital assets. Strong understanding of blockchain technology and proof‑of‑stake networks. Experience working with institutional clients such as asset managers, exchanges, or custodians. Excellent communication skills with the ability to explain technical concepts clearly. Strong project management and organizational abilities. Fluency in English required; Spanish is a plus. Technologies we use Slack, Salesforce, Sigma, Jira, LinkedIn Teams. Benefits 100% remote‑first environment. Paid time off: 4 weeks starting day one, plus one flex week. Company‑paid health benefits starting day one. Best‑in‑class parental leave and flexible arrangements. Home office stipend for a dedicated workspace. Monthly Wi‑Fi reimbursement. Annual Learning & Development budget. 401(k) in the US or RRSP match in Canada. Stock options in the company. Competitive bonus based on company performance, distributed bi‑annually. Compensation Base salary for US location: $140,000 – $160,000. Pay range for other countries will be delivered during interview. Salary determined by skills, education, training. #J-18808-Ljbffr