Director, Customer Success

• Director, Customer Success
• Department: Growth Services
• Hiring Manager: SVP of Strategic Operations
• Direct Reports: Yes

As the Director of Customer Success at Flipside Crypto you will play a pivotal role in overseeing client satisfaction and success through our AI-powered growth platforms.

You will be responsible for guiding and supporting your team of Growth Strategy Leads to leverage our AI Insights and Outcomes platforms effectively, ensuring account renewals, maintaining financial accountability, and building connections with key stakeholders across our customers.

Responsibilities

• Accountable for client satisfaction and success across all key accounts using our growth platforms and delivering outcomes for customers
• Ensure each account is tracking toward target KPIs
• Build strategic relationship with customers at different levels of their org
• Support renewals and provide opportunities for upsell to the Account Manager (AM)
• Collaborate with the finance department to ensure spending and financials are optimized
• Coordinate cross-team needs to maximize the effectiveness of our AI Insights and Outcomes platforms
• Lead and manage your team to leverage AI tools for effective strategic advisory
• Plan and build QBR process delivered to customers
• Conduct weekly 1:1 meetings to provide guidance, promote open communication, and set goals
• Provide mentorship and growth opportunities by identifying team members’ strengths and supporting their development in key areas
• Monitor team performance against outcome-based metrics and resolve blockers to program effectiveness
• Maintain a timely and highly accountable flow of AI-driven insights and outcomes to clients
• Drive the team to focus on measurable ecosystem impact through AI platform deployment
• Provide concise reporting on AI-driven growth outcomes to both internal and external teams

Requirements

• 5+ years of experience leading customer success teams
• Proven experience leading customer-facing teams in technology-driven environments
• Strong understanding of AI capabilities and applications in business contexts
• Experience managing platform or product-based customer relationships
• Exceptional communication skills with ability to translate technical capabilities into business value
• Proficiency in data analysis and outcome-based performance measurement
• Experience working collaboratively with product, engineering and data science teams
• Ability to analyze financial data and optimize unit economics
• Knowledge of the blockchain ecosystem and growth dynamics