Customer Success Manager at Immutable

Immutable X, Full-time, Sydney, Australia sydney support full-time
Posted a month ago

A bit about us:

Our vision is to make digital worlds real!

NFTs (unique digital assets stored on a blockchain), are exploding into a global asset class at rapid speed. The biggest companies in the world in gaming, finance, digital art, and collectables are either actively building or strategising their entry into the market.

However, blockchain assets right now are highly illiquid: transactions take minutes or hours to confirm, Ethereum can process fewer than 5 asset trades per second for the whole world combined, and the UX is very challenging for mainstream users. 

Immutable X is the leading open-ecosystem scaling solution to trade and create NFTs on Ethereum. We’re a protocol: that means we enable other businesses to create and trade NFTs with no gas fees, completely carbon neutral, and in a truly decentralised manner.

You will work on cutting edge technology transforming the way people own digital assets, get exposure to a hugely dynamic range of businesses - from multi-billion dollar gaming and marketplace legacy companies to some of the fastest growing defi and crypto startups in the world.

About the role:

As a Customer Success Manager for self-serve customers, you will own end-to-end relationship accountability for key partners as they integrate, launch, and build an ongoing business on Immutable X. You will have the opportunity to shape what the customer success function looks like to our customers, and work closely with technical solutions engineers to ensure a seamless launch.

You will work closely with our product and engineering teams to facilitate success and feedback from customers and be a constant internal advocate for our customers, ensuring an exceptional experience throughout their As Customer Success Manager, you will be completely accountable for the successful onboarding and launch of self-service Immutable X customers at scale. This includes building scalable processes and systems to ensure the successful launch of every customer’s integration onto Immutable X. You will also develop ways to capture customer requests and feedback, then providing those to the wider Immutable team, including Product and Engineering. 

You will have the opportunity to:

  • Grow our customer’s businesses on the Immutable X platform
  • Lead customers through our integration experience and help consult them on their blockchain/NFT designs to build the most successful business possible
  • Deeply understand our customers business and their needs, and help them maximise the success of their NFT business on Immutable X
  • Create a scalable playbook for customer success, working with our internal gaming and NFT content
  • Be a constant advocate for business customers of Immutable X
  • Directly manage relationships with Immutable X’s customers
  • Be accountable for customer retention and expansion, increasing the lifetime value of existing customers through client management, forecasting, and driving growth through a variety of creative means (partnerships, connecting to ecosystem partners and investments, technical advice and design, relationship management, etc)
  • We would love you to have:

  • 2-5 years in customer support, customer engagement or community initiatives in a B2C or B2B2C environment
  • Experience working directly with a diverse range / segment of customers at scale
  • Previously held full relationship/customer lifetime value accountability
  • Exceptional communication skills, with a positive and practical approach
  • Passion for building, this team is only a few months old so you will help build processes that scale as a founding team member
  • Proven ability to manage and execute business strategies and plans globally
  • A keen interest in NFTs!
  • Some extra skills that would be awesome:

  • Experience in customer success or account management
  • Experience building technology enabled workflows 
  • Crypto knowledge / background 
  • Proven ability to work with a diverse range or segments of customers
  • Exceptional communication skills, with a positive and practical approach
  • Some of the things we can offer you:

  • Competitive Salary and Employee Stock Options: Everyone in our team contributes to the success of our game-changing products, which is why we share all our wins company-wide. As we continue to succeed, stock options and a competitive salary mean you get to enjoy the upside!
  • Flexible working life and $750 WFH set up allowance: Work-life balance is important. Whether you want to work from home or come to our new, shiny, Sydney office the choice is yours. To help you get comfortable working from home we’ll assist with a $750 contribution
  • Paid Parental Leave: We celebrate our growing Immutable family!
  • Employee Assistance Program: A 24/7 service that includes unlimited counselling for you and your family
  • EOY and Birthday Leave: You can enjoy 2 additional paid annual leave days at EOY and a paid day off for your birthday
  • Internet and Phone Allowance: $900 annually to put towards your mobile and internet expenses
  • Learning and Development: We are dedicated to your professional development. You’ll get access to thousands of online learning courses via Go1, Udemy and Naspers. Immutable will also contribute between $1500-$2000 annually for you to invest in your continued education
  • Wellness Benefits: Work-life balance and your wellbeing are important to us. We will contribute $1200 annually to put towards anything that contributes to your mental or physical wellbeing
  • Diversity and Inclusion: We are committed to building a diverse and inclusive community for everyone. We’ve joined the Project F initiative aimed at removing the systemic barriers to achieving gender-balanced technology teams
  • Personal perks: Perkbox benefits including premium access to Aura, Calm, an online fitness portal and discounts at major retailers
  • Ideal office location: On-top of the Apple store on King Street, Sydney, CBD
  • Social events: Fun and regular company events to relax and connect with teammates
  • Additional Information:

    Immutable is committed to building and fostering an inclusive, diverse workplace. We believe in incorporating everyone’s perspectives and experiences as this has been a significant driver in our success so far.

    For this reason, we strongly encourage candidates of all backgrounds to get in touch. Even if you don’t meet all the requirements of a job listing, do yourself (and us) a favour by still applying! It’s highly likely you’ll bring something to the workplace that we haven’t thought of yet, and we would love to hear from you.

    We are a 2021 Circle Back Initiative Employer – we commit to respond to every applicant.