Head of Customer Success

Stardust is building the metaverse - an interconnected world of games enabled by blockchain and NFTs.

Why work at Stardust?

At Stardust you won’t be building just another SaaS product for game developers, you’ll be building the future. The Metaverse (think Ready Player One) is connecting games, finance, and social, while being the foundational layer for new economies, the future of work, fashion, and more. We’re looking for individuals who think big, want to change the future, and who can believe in the big ideas before they are mainstream. Challenging the status quo is what we do and we’re looking for someone to help turn crazy ideas into reality.

We’ve just raised our Series A and are growing quickly, join our team and build the future, not just witness it.

⭐⭐⭐ We’re looking for All Stars ⭐⭐⭐

Everyone at Stardust has ownership over what they do, and we are looking for individuals who understand why they are writing the code, how it will fit into the overall product, and how an end customer will benefit from it. A good engineer write code, a 10x engineer writes code and knows why they are writing it.

Learning is a key part of this role. We work with almost every blockchain and in many different programming languages, some mainstream and some custom to the blockchain we are working on.

Requirements

• Drive Customer Success Outcomes - Increase product usage rates and reduce churn, expand our revenue in accounts through cross-sell and up-sell, influence future lifetime value through higher product adoption, customer satisfaction and overall health scores, drive new business growth through greater advocacy and reference-ability
• Define and Optimize Customer Lifecycle - Map customer journey, Develop listening points in journey (e.g., usage, satisfaction, etc.), Standardize interventions for each point in journey, Define segmentation of customer base and varying strategies, Identify opportunities for continuous improvement, Learn from best practices in industry
• Manage Customer Success Activities - Onboarding, Training, Professional Services, Customer Support, Customer Success Management, Renewals, Cross-sell / Up-sell, and Advocacy
• Measure Effectiveness of Customer Success - Onboarding, Training, Professional Services, Customer Support, Customer Success Management, Renewals, Cross-sell / Up-sell, Advocacy
• Lead & Recruit World-class Customer Success Team - Recruit experienced leaders for each functional role, attract high potential individual contributors into team, create rapid onboarding process for new team members, foster collaboration within team and across customer lifecycle, encourage continuous learning within team
• Enhance Effectiveness and Efficiency Through Technology - Support systems, customer marketing software, reference and advocacy solutions, customer Success Management platform
• Inspire Customer Success Across Company - Create company-wide culture of Customer Success, align with Marketing around marketing to existing clients, align with Product around driving product roadmap, align with Sales around cross-sell and up-sell and focus on selling with a retention focus, align with Finance around measurement and forecasting, align with Executive Team around key metrics and objectives, drive company-wide definition of ideal customer, create company-wide customer feedback loop

Preferred Qualifications

• 5+ years experience in leading customer-facing organizations
• Ability to manage influence through persuasion, negotiation, and consensus building
• Ideally combined background of post-sale and sales experience
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Relevant Bachelor’s degree