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Role Overview
Figment is seeking a Lead Customer Success Manager to guide our growing customer success program. In this role you will lead a team of Customer Success Managers, own strategic accounts, and partner with Sales, Product, and Support to drive customer value and retention.
Key Responsibilities
- Lead and mentor a team of Customer Success Managers to ensure exceptional onboarding and adoption
- Own strategic accounts, develop long-term success plans, and secure renewals and upsell opportunities
- Collaborate with Sales, Product, and Support to represent customer feedback and drive product improvements
- Define and monitor health metrics, usage adoption, and churn reduction initiatives
- Develop and optimize onboarding playbooks and scalable CS processes
Requirements
- 5+ years in customer success, account management, or related field
- Proven leadership experience with coaching and team building
- Excellent communication, relationship-building, and problem-solving skills
- Experience with CRM systems (e.g., Salesforce, HubSpot) and data-driven success metrics
- Ability to manage high-touch enterprise accounts in a fast-paced environment
About Figment
Figment provides blockchain infrastructure and data tooling to developers and enterprises, helping them build and scale in the decentralized world.
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