Customer Success - DeFi Protocols

Career Renew is recruiting for one of its clients a Customer Success - DeFi Protocols - this is an onsite role in New York, US.

he first automated, on-chain economic security system enabling crypto protocols to optimize risk management and capital efficiency while protecting user funds. We use world-class custom EVM simulations to understand protocol mechanics and scenario implications.

Leading protocols, including Aave, GMX, dYdX, Venus, Uniswap, and more, use our platform and tools to help them manage and secure billions of dollars in assets.

We are looking for a skilled and enthusiastic Protocol Specialist to join our NYC team and lead the relationships with our clients and partners. You will be responsible for ensuring our customers achieve their desired outcomes by leveraging our risk management and optimization solutions. In this role, you will work closely with our partners to understand their ongoing needs, identify areas where our tools and services can add value, and drive the adoption of our suite of solutions.

Responsibilities

Our customers are your #1 priority. In this role, you will:

• Partner with Vertical Lead/s to manage and spearhead communications with customers from onboarding to ongoing tasks, ensuring a robust engagement framework that encompasses performance evaluations, growth initiatives, issue resolution, tasks intake and feedback loops.
• Take an active role in protocol governance forums, representing us and communicating our analysis, research work, and tools. This includes:
• Identifying the ongoing needs of our clients, working alongside our data science and engineering teams to build a solution, and communicating it back to our partners and their communities
• Owning the Governance on-chain implementation process of our parameter recommendations, working alongside our engineering team
• Maintain relationships and communications with delegates to ensure they actively participate in votes and are constantly educated on our work
• Develop and optimize processes and engagement models for external customers and internal teams, ensuring efficiency and effectiveness in communication and service delivery.
• Serve as the voice of the customer internally by engaging in internal product discussions, translating customer usage and feedback into actionable insights and new feature ideas that will add value to our customers
• Collaborate closely with strategy, marketing and business operations to identify and capitalize on renewal and expansion opportunities.
• Represent us at strategic customer, prospect, and industry events, showcasing our products and solutions.

3+ years of experience in customer success, account management, or sales in web3

Excellent verbal and written communication skills

Strong analytical abilities with excellent organizational skills and attention to detail

Excitement around crypto / web3 and desire to truly integrate yourself into the ecosystem

History of 0-1 process and program creation