Manager, Customer Success Operations

About Blockaid

Blockaid is building trust in blockchain through better security. Our onchain threat prevention platform is trusted by some of the biggest names in web3—including Coinbase, Metamask, Uniswap, Backpack, and Stellar—to detect, understand, and automatically prevent fraud, scams, hacks, and other financial risks. We protect people from being scammed. The stakes are real—and the impact is immediate. We’ve achieved exceptional product-market fit, and our team is made up of elite operators who thrive on ownership, speed, and mission-driven work.

The Role

We are seeking a Manager of Customer Success Operations to join our growing Revenue Operations team. Reporting to the Head of Revenue Operations, this role will play a critical part in defining and scaling the Customer Success (CS) function at Blockaid. This is a strategic and impactful role with significant cross-functional exposure and growth potential.

Key Responsibilities

• Standardize and document CS playbooks, onboarding frameworks, and lifecycle processes.
• Optimize segmentation strategies and engagement models for different customer tiers.
• Develop and maintain reporting on key customer metrics—including health scores, adoption trends, and renewal forecasts—to support strategic decision-making.
• Drive improvements to QBR cadences, success planning, and risk management workflows.
• Own the systems and processes that power the CS team’s execution, reducing friction and increasing scalability.
• Build alignment and drive initiatives forward across Sales, CS, Marketing, Finance, Support, and Product teams.
• Implement and manage a customer success platform (CSP) to enable scalable operations.

Why Join Us

• Meaningful Work. We protect people from scams and financial harm—our work truly matters.
• Elite Team. You'll work with some of the best minds in web3 security and contribute to a product with real traction.
• True Ownership. You’ll have the autonomy to lead, and the trust to shape what Customer Success looks like at Blockaid.
• Global Impact. Play a pivotal role in supporting mission-critical customers around the world and help define how security works in blockchain.

Qualifications

• 5-7 years of experience in Customer Success Operations, Revenue Operations, or Consulting.
• Experience in a startup environment preferred.
• Strategic thinker with the ability to manage tactical execution and deliver measurable results.
• Strong cross-functional collaboration skills with experience driving alignment across teams.
• Analytical mindset with a track record of using data to inform decisions.
• Knowledge of Web3 or Blockchain is a bonus but not required.
• Experience with CS platforms (e.g. Gainsight, Planhat, Vitally) and Salesforce preferred.