Customer Success Lead

Conduit – The Onchain Compute Company

At Conduit, we're building the rollup-native cloud platform that will scale Ethereum.

Crypto builders have been held back by a lack of onchain compute — without the ability to process a high volume of transactions quickly and cheaply, onchain apps and ecosystems can’t build high quality user experiences.

Rollups have emerged as the answer to this problem. Just as servers work together to scale compute in web2, so too can rollups scale onchain compute in web3. But building and operating your own rollup is difficult and time-consuming. That's where Conduit comes in.

As the rollup-native cloud platform, Conduit combines web2 engineering best-practices with web3 rollup technology to make it easy for anyone to launch and maintain their own chain. By making infrastructure simple and onchain compute abundant, similar to how AWS and GCP did for web2, we can unlock the next wave of innovation in the crypto ecosystem.

The Conduit platform has seen massive growth since going live in 2023. We run the largest chains in production, including Proof of Play, Zora, Aevo, and more. This translates to 200+ chains across mainnet and testnet and over $1B in total-value-locked (TVL). We're operating on the bleeding edge of crypto, co-evolving with our customers and integration partners, and pushing the limits of blockchain scalability and modularity.

This success has been recognized and accelerated through a $37M Series A, co-led by Paradigm and Haun Ventures — two of the best investors in the industry.

We’re an elite team that’s previously worked at Meta, Brex, Wish, Compound, Chainalysis, Immunefi, Amazon, Avara/Aave, Paradigm, and more. We’re headquartered in San Francisco, with team members all over the world.

We’re looking for ambitious, talented builders that want to help scale Ethereum and bring crypto compute to the masses. Join us!

About the Role

As the Customer Success Lead, you’ll own the entire post-sales customer experience, ensuring customers maximize the value of their infrastructure on Conduit. You'll work closely with Sales, Partnerships, Product, and Engineering to ensure seamless onboarding, proactive account management, and customer health monitoring, while identifying opportunities for de-risking and expansion. This is a strategic role where you’ll manage a diverse portfolio, including high-value enterprise accounts and smaller digital-first accounts. You'll also be responsible for developing scalable processes to support both account types as we grow.

You’ll report to the Sales Leader, oversee a portfolio generating $5M+ in ARR, and have the opportunity to build and scale the Customer Success team over time.

Responsibilities:

• Own the entire post-sales experience, including our onboarding program, adoption, renewals, and identifying expansion opportunities.

• Manage our portfolio of enterprise and digital-first accounts

• Collaborate with Sales to expand revenue through upsells, cross-sells, and custom product offerings.

• Provide feedback to Product on key customer requirements, influencing product roadmap priorities to enhance the customer experience.

• Act as the voice of the customer by providing insights to Product, Sales, and Engineering teams.

Qualifications:

• 5+ years in Customer Success, Account Management, or similar roles, preferably in B2B SaaS or infrastructure.

• You have owned or helped with scaled forms of customer success.

• You’re an experienced startup operator and have success and failure stories you’ve learn from along the way.

• Experience managing both large enterprise accounts and setting up smaller digital-first accounts management processes.

• Proven track record of driving renewals and expansion revenue across a portfolio of accounts.

Bonus points for:

• You’ve worked with highly technical products and customers.

• Experience in blockchain, Web3, or infrastructure-related SaaS products.

• You understand blockchain rollup architecture and the trade-offs between various designs and implementations at a deeply technical level.

Conduit does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.