Customer Success Lead

As a Customer Success Lead at Dune, you will oversee the customer lifecycle focusing on onboarding, activation, retention, and upselling for enterprise accounts. Your responsibilities will include fostering relationships as the primary contact for major clients, collaborating with sales and product teams on growth opportunities, and refining customer success processes. You'll also contribute to improving our product offerings through actionable feedback, making your role vital to our success.

To qualify for the Customer Success Lead position at Dune, candidates should have over 5 years of experience in customer success or similar roles, with at least 2 years in a managerial capacity. A proven track record in successfully managing enterprise accounts and experience in startups, particularly in the blockchain, Web3, or SaaS sectors, is crucial. Additionally, familiarity with blockchain data and Web3 developer tools will greatly enhance your application.

As a Customer Success Lead at Dune, you will enjoy a competitive salary and equity package, generous PTO, flexible remote work hours, and a commitment to a healthy work-life balance. Additional perks include private medical insurance, parental leave, quarterly offsite team retreats, and a yearly travel allowance to foster team connections. Plus, you will have the chance to work with highly talented individuals in a vibrant and innovative environment.

At Dune, success for the Customer Success Lead is measured by the retention and expansion of enterprise accounts. This includes ensuring clients are effectively onboarding and utilizing the platform, increasing their engagement, and identifying upsell opportunities. The role's ability to build strong relationships, manage the customer lifecycle efficiently, and provide feedback for product improvement will also be crucial indicators of success.

Dune’s culture is centered around collaboration, innovation, and diversity. As a Customer Success Lead, you will be part of a remote-first team that values asynchronous work to eliminate meeting overload. The company promotes a friendly atmosphere where everyone's voice is heard, fostering an environment that encourages creativity and inclusion while working towards a common mission of making crypto data accessible.

In your response, outline specific examples of enterprise accounts you’ve managed, emphasizing your strategies for increasing retention and upsell opportunities. Highlight the approaches you utilized to build relationships and drive customer satisfaction, showcasing measurable outcomes wherever possible.

Discuss the importance of personalized onboarding experiences, detailing the steps you take to ensure that clients are comfortable and equipped to use the platform. Mention how you assess their needs and tailor your approach, ensuring that they see immediate value from their engagement with Dune.

Explain how you prioritize customer feedback through surveys, regular check-ins, or through social listening. Share specific tools or methods you employ to gauge satisfaction levels, and how you translate that data into actionable insights for both the team and the customers.

Share a direct example of a challenging situation with a customer, detailing how you approached the matter with empathy and professionalism. Highlight your problem-solving skills, communication style, and the techniques you employed to turn a negative experience into a positive resolution.

Discuss your experience working collaboratively with sales, marketing, and product teams to create a seamless customer experience. Explain how sharing feedback and aligning strategies with different departments can enhance customer satisfaction and ultimately drive business success.

Identify key performance indicators (KPIs) relevant to customer success, such as Net Promoter Score (NPS), customer lifetime value, churn rate, and upsell rate. Explain how you have used these metrics in the past to evaluate the success of customer initiatives.

Share specific resources you rely on, whether it’s industry journals, webinars, or networking with other professionals. Highlight your commitment to continuous learning and how this knowledge contributes to your effectiveness as a Customer Success Lead.

Provide a detailed account of an upselling strategy you developed. Include the context, the approach you took, and the results achieved. This should showcase your ability to identify opportunities and successfully communicate value to customers.

Describe specific tools you've worked with, such as CRM software or customer success platforms, and how you utilized them to track customer engagements, manage relationships, and analyze customer data effectively.

Reflect on your personal motivations and align them with Dune’s mission and values. Discuss your passion for the crypto space and how you see yourself contributing to the team and helping customers succeed in utilizing Dune’s analytics platform.