Job Description

Polymath is the leading tokenization infrastructure company for regulated securities and real-world assets (RWAs). Our Polymath Capital Platform helps entrepreneurs and asset owners raise capital by tokenizing their assets on our purpose-built layer-1 blockchain, Polymesh. Since our founding in 2017, we’ve helped hundreds of clients across real estate, private equity, commodities, fine art and more raise capital quickly and efficiently using our all-in-one platform.  

We’re looking for a Head of Customer Success to take us to the next level. In this critical role, you will architect the key go-to-market (GTM) systems necessary for success, roll them out and iterate along the way. You’ll own the customer experience from start to finish, building demos that win, onboarding playbooks that scale, and success motions that drive adoption and retention. 

As a fully-remote company, we’re open to applications from anywhere in the world. 

Responsibilities 

• Own the strategy and execution across all GTM activities in customer acquisition, onboarding, success & retention, including: 
• Prepare pitch materials, perform demos and follow up proactively to address prospect questions regarding their intended tokenization use-case 
• Serve as the project manager for all onboarding activities for new users, including 1:1 product training and/or platform setup as required, managing implementation timelines, and liaising with product / engineering to ensure successful rollouts 
• Maintain a proactive relationship with users, checking in at regular intervals to ensure maximal product usage and chance of retention, educate customers about value-added services, and secure referrals / upsells where appropriate. 
• Partner with business development to build and maintain a pipeline of high-quality prospective customers and warm leads 
• Partner with marketing to draft and publish educational materials, including blog posts, e-books, whitepapers, case studies, etc to highlight the benefits of tokenization and the platform 
• Serve as the “voice of the customer” within Polymath – implement systems to collect feedback and usage data from customers, and translate that feedback into detailed insights for product, engineering and executive teams to guide product development efforts. 
• Help define key client success metrics (i.e. overall client health, activation, engagement, retention, NRR, churn, support /onboarding capacity) and build data analysis systems and dashboards to regularly track progress and deliver actionable insights and recommendations 
• Own continuous improvement efforts by documenting, optimizing and automating, where appropriate, client-facing processes in onboarding, billing, renewals and upsells for efficiency and scalability. 
• Build and lead customer & technical support systems – implement best-in-class support experiences including email/live-chat support, AI-assisted self-service, and a comprehensive product knowledge base including written and video guides. 

Requirements 

• Experience: 3-5 years' experience in customer success/account management, onboarding/implementation or support for a software platform, preferably in financial technology (fintech) / blockchain / Web3.  
• Track Record: Proven, referenceable experience as an individual contributor directly responsible for growing and retaining a book of business in a software business, or as a people leader responsible for managing a team through continuous improvement efforts where revenue growth / retention was a key metric. 
• Industry Knowledge: Working knowledge of fundamental concepts of blockchain technology, Web3 products and services, and industry trends; knowledge of Canadian or American financial regulatory landscapes is an asset.  
• Technical Skills: Proficiency with digital client experience tools (i.e. Hubspot, Salesforce, Zendesk, Intercom, chatbots), LMS / documentation systems (i.e. Hubspot Knowledge Base, Gitbook),  
• Mindset: Ownership mentality, comfortable in environments with high degrees of ambiguity. Comfortable managing both strategy and tactics – identifying and driving progress towards key business objectives, while also building out processes to improve efficiency at the day-to-day level. 

What We Offer 

• Competitive Salary 
• Meaningful Equity Options 
• Remote-First Environment 
• Ownership & Autonomy