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About LegacyLegacy is an easy to use, non-custodial web3 wallet that protects your assets if something happens to you. With Legacy you can swap across any chain, earn yield with one-click DeFi and safeguard your wealth with beneficiary protection.Legacy is a new company built by Decentralized Masters team that is on track to reach 50m in revenue this year. We have a vibrant community of 4,000+ High Networth investors.We've just launched Legacy, got too much demand and now need someone to help us manage it.About the RoleWe are seeking a motivated and customer-focused Customer Success Manager (CSM) to join our team who thrives in high-growth tech startups, make or break things environment, is ready to wear many hats and wants growth in their career. The CSM will be responsible for building strong relationships with clients, ensuring they achieve maximum value from our products/services, and driving long-term satisfaction, retention, and growth.What will you be doing?Key ResponsibilitiesThis role is responsible for all users, customer support, user engagement and building systems to scale this department.User SupportHandle inbound support via email, text, Circle (community platform) and HubspotAnswer common questions on setup, account activity, and other crypto related questionsMaintain a clear, friendly and trustworthy voice in all user communicationsDrive renewals, upsells, and cross-sell opportunitiesUser EngagementProactively engage users (onboarding, nudges, follow-ups)Test and find what makes users engage, then work with the tech team to automate the processMonitor user activity on CRM (Hubspot) and Analytics platform (Posthog) and their CHI (customer health index) scoresDrive adoption by moving users up the ladder: C -> B -> A engagement levelsSpot at-risk users early and re-engage themAnalytics and ReportingBecome an expert at Hubspot and PosthogDefine and monitor customer success KPIs (activation, retention, CHI improvements)Share weekly insights with the team on user health and engagementCross-functional SupportCollaborate with product, ops, sales and marketing teams on customer-facing initiativesAssist with admin tasks as needed (since this is an early-stage, hands-on role)Help build scalable systems for customer success as Legacy growsBuild playbooks and processesRequirementsWhat will you bring?2–5 years of experience in Customer Success, Account Management, or a client-facing role (startup/fintech/web3 experience a plus)Curious and data-driven - you enjoy diving into analytics toolsExcellent communication and interpersonal skills, with the ability to build rapport quicklyStrong organizational and time-management skills; able to manage multiple tasks and usersProblem-solving mindset with a proactive approach to customer challengesExperience with CRM or customer success platforms (Hubspot) is a plus.Ability to work independently in a fast-paced environment.Bonus: Experience with Circle, Hubspot, Posthog, or other CRM/analytics tools.BenefitsWhat do we offer?Competitive salary and performance-based incentives.Opportunities for career growth and development. Collaborative, supportive work culture.Remote work environmentThe chance to make a meaningful impact on customer success and business growth.
