Customer Success Manager

**Company Background**:
Luxor is the leading software and services provider to the Bitcoin mining industry. Our platform enables miners to monetize their compute, optimize hardware through custom firmware, source and resell machines, hedge revenue with derivatives, and manage their energy strategy—all in one integrated ecosystem.

As our product suite expands rapidly, we’re seeking a **Customer Success Manager** to lead Luxor’s Support Team and ensure our clients achieve exceptional outcomes with our products. This person will be responsible for defining and executing our customer success strategy—driving adoption, satisfaction, and retention across our user base.

This role reports directly to the CPO and is **fully remote**.

**Requirements**:

- 5+ years of experience in Customer Success, Support, or Account Management roles.

- 2+ years of leadership or management experience.

- Proven ability to build and scale customer success or support teams in high-growth environments.

- Strong communication and problem-solving skills, with a bias toward action and collaboration.

- Technical proficiency — comfortable learning complex products and interfacing with engineering teams.

- Experience with CRM, support ticketing, and knowledge management platforms (Hubspot or similar).

- Data-driven mindset with familiarity in SQL or analytical tools a strong plus.

- Interest in Bitcoin, mining, and energy infrastructure.

**Responsibilities**:

- **Lead and develop the Support Team** — Manage and mentor a team of customer support specialists, establishing scalable processes and setting high standards for responsiveness, technical accuracy, and client experience.

- **Own customer success outcomes** — Drive activation, retention, and expansion across Luxor’s product suite by ensuring clients extract maximum value from our offerings.

- **Be the voice of the customer** — Partner closely with Product, Engineering, and Sales to surface user feedback, identify friction points, and influence the product roadmap.

- **Create and maintain customer-facing resources** — Oversee the development of user guides, help center content, and technical documentation to empower customers with self-service tools.

- **Implement and refine systems** — Define success metrics and KPIs for support operations, leveraging CRM and analytics tools to measure satisfaction and operational efficiency.

- **Handle complex escalations** — Act as a point of contact for high-value customers, managing strategic relationships and ensuring timely resolution of critical issues.

- **Drive continuous improvement** — Identify opportunities to automate processes, improve documentation, and enhance Luxor’s overall client experience.

At Luxor we believe that meaningful contributions can be made by anyone. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Luxor is an Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

Luxor welcomes all

Luxor does not accept unsolicited headhunter and agency resumes. Luxor will not pay any third-party agency or company that does not have a signed agreement with Luxor.