Manager of Customer Success

About Us:

Phala Network is a next-generation cloud platform that provides a low-cost, user-friendly trustless environment, making zero-trust computing accessible to a broad range of developers. By leveraging a hybrid infrastructure including Trusted Execution Environments (TEEs), blockchain, Multi-Party Computation (MPC), and Zero-Knowledge Proof (ZKP), Phala delivers flexible, open-source, and affordable verification solutions for any developer, in any type of program.

KPIs

• Retention Rate: Ensure 85%+ of paid users stay after 6 months.
• Expansion Revenue: Increase average vCPU usage per user by 20-30% in 6 months.
• User Engagement: Ensure >80% of users deploy at least one workload per month.
• Customer Satisfaction (CSAT): Achieve 4.5+/5 rating from user feedback.
• Upsell Conversions: Convert 20%+ of existing users to higher vCPU plans.

Expectations

• Be the voice of the customer internally—ensure product, support, and sales align with user needs.
• Regularly meet and analyze top-paying users for upsell opportunities.
• Build and automate onboarding & user education (docs, videos, webinars).
• Set up a low-touch/high-scale support system—use AI/chatbots to handle common issues, human support only for high-value cases.

Hiring Requirements

• Prior Experience: 2-5 years in SaaS, Cloud, or Web3 customer success / account management.
• Skills: Strong relationship management, data analysis, and retention strategies.
• Bonus: Background in cloud computing, confidential computing, or crypto is a plus.
• High ROI Traits:
  • Growth mindset (looks for upsell & expansion opportunities).
  • Process-driven (can automate customer workflows efficiently).
  • Technical enough to understand vCPUs, cloud workloads.

Compensation Suggestion:

Base: $50K

Location: Working remotely. Asia timezone is better.