About IOV Labs

IOV Labs is on a mission to provide the next generation of fintech innovators with the decentralized tools and technology to build a new global economy.

IOV Labs develops, promotes, and supports the RSK Blockchain, a Bitcoin merge-mined smart contract platform - the most secure smart contract platform in the world. IOV Labs also develops the RSK Infrastructure Framework (RIF) to provide our partners with everything they need to build decentralized apps and new Open Finance services on the RSK Blockchain.

Everyday our teams come to work to build a more decentralized world, for a freer and fairer future.

About the Role

We are seeking an experienced Head of Customer Success to help us grow and scale our Customer Success function. As Head of Customer Success you'll be responsible for the strategy and tactics to create a seamless and rich Partner Journey, driving NPS, partner retention, and up-sell/cross-sell commercial activities.

This role will be reporting directly to the VP Growth and will lead a team of Customer Success Managers and Agents, with the ability to expand the team as the organization grows.

What You’ll Be Doing

Develop a comprehensive customer success strategy and service model that includes proactive outreach and formal business reviews for strategic partners and scalable, efficient service for core partners
Turn strategies into tactics and deliverables that drive the metrics
Define and own the partner journey in partnership with Product
Gather feedback from partners and help incorporate that into product roadmap
Act as the voice of the partner throughout the organization, working with Product, Partnership and Marketing to ensure that partner desires and frustrations are well understood, prioritized and addressed
Identify opportunities for continuous growth for partners, post product integration
Implement industry best practices and processes to ensure scalable, repeatable results
Drive true value for partners and their end users
Help foster company-wide culture of Customer Success

What You Bring to the Table

7 to 10 years of overall management experience in the tech space. The candidate must also have at least 5 years of experience in a Customer Success Manager or related role
Exposure to SaaS or crypto infrastructure business, as well as deep knowledge and experience in implementing Customer Success best practices
Strong interpersonal skills and the ability to lead and inspire the team to drive results
Ability to create strategies, implement them, track performance, and achieve set objectives
Must be an analytical thinker with keen problem-solving; process development and improvement; as well as task planning and delegation skills
Exceptional ability to communicate and foster positive business relationships
Technical skills required, as they relate to the use of the product or service
Accountability and personal organization are essential
Experience in managing a diverse group and training each member
Proven record of driving customer satisfaction and enhancing customer experience

What You’ll Get Back

Competitive salary,OTE quarterly cash bonus and equity-like bonus.
Laptop and other working tools you might need.
100% remote working (External Employee) from anywhere in the world.
Global WeWork membership.
Flexible working hours - you’re free to work however you work best.
Paid holidays and personal leave days.
Opportunity to work with state of art technology through challenging and unique projects.
Internationally diverse and dynamic team with a clear vision and strategy.
Training programs to learn everything about crypto.
Weekly scientific moments by our Research & Innovation team to learn about technology, challenges, and solutions in the blockchain world.
Language courses: English, Spanish or Chinese.
Employee assistance program offering legal, financial, family, psychological, healthcare, and wellness counseling for you and your family

IOV Labs Mission, Vision, & Purpose

Our purpose is to... build a more decentralized world, for a freer and fairer future.
Our vision is… a safe and equitable global financial system that enables everyone to participate and prosper.
We’re on a mission to… provide the next generation of fintech innovators with the decentralized tools and technology to build a new global economy.

IOV Labs Values

Our values reflect the fact that we are a global, distributed team who embrace complex and revolutionary decentralized technologies, guided by a strong social purpose.

Focus
Take Responsibility
Make it Useful
Stay Open
Be Fair

We are excited to see what you're made of!

IOV Labs embraces diversity and is proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.