# Customer Success Manager

**Company**: LayerZero
**Location**: VANCOUVER, BC OR NEW YORK CITY
**Work arrangement**: remote
**Experience**: mid
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/layerzerolabs/jobs/5554637004
**Canonical**: https://yubhub.co/jobs/job_e7e4a2e7-b53

## Description

## About the Role

LayerZero is looking for an experienced customer-facing professional to manage and grow our relationships with a variety of customers. The right candidate is a natural at building strong partnerships and has demonstrated success owning and growing customer relationships (cross-selling/up-selling, increasing product utilization, senior stakeholder management).

In this role, you will focus on managing a portfolio of LayerZero customer accounts, primarily chains and mid-level accounts.

## What You'll Do

### Account Strategy:

Develop tailored strategies for each account to drive growth, adoption, and usage of LayerZero's products.

### Onboarding and Education:

Lead the onboarding process for users, providing guidance on navigating the LayerZero offerings.

Develop and deliver educational resources, workshops, and materials tailored to the intricacies of our protocol and the broader industry.

### User Engagement and Relationship Building:

Proactively engage with users to understand their goals, challenges, and objectives in the context of interoperability infrastructure.

Build and nurture relationships with key stakeholders in the industry, becoming a trusted advisor to our users.

### Product Adoption:

Collaborate with our users to identify opportunities for increased adoption of LayerZero offerings.

Facilitate training sessions and provide hands-on support to empower users in navigating and utilizing LayerZero.

### Health Monitoring:

Monitor and analyze user engagement metrics specific to assess account health.

Proactively identify and address potential challenges unique to the interoperability landscape, collaborating with the product team for solutions.

### Issue Resolution and Advocacy:

Serve as the primary point of contact for users, addressing inquiries, issues, and concerns related to implementation of LayerZero offerings.

Advocate for user needs within the organization and collaborate with the development team to enhance the user experience.

### Community Engagement:

Actively participate in Web3 and blockchain communities to stay informed about industry trends, emerging technologies, and user sentiments.

Represent the company in community forums and events, fostering a sense of belonging and connection.

## Skills

### Required
- account strategy
- onboarding and education
- user engagement and relationship building
- product adoption
- health monitoring
- issue resolution and advocacy
- community engagement

### Nice to have
- technical expertise
- problem solving
- communication and interpersonal skills
- proactive and initiative-taking