Customer Success Manager (Blockstream Enterprise) at Blockstream answer
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Job Description
<p style="min-height:1.5em"><a target="_blank" rel="noopener noreferrer nofollow" class="docs-creator" href="https://blockstream.com/"><u>Blockstream</u></a> was founded in 2014 by <a target="_blank" rel="noopener noreferrer nofollow" class="docs-creator" href="https://en.wikipedia.org/wiki/Adam_Back"><u>Dr. Adam Back</u></a> and a group of fellow cryptographers and engineers who are passionate about Bitcoin and its potential to change the world. Today, Blockstream is the leading Bitcoin company, providing cutting-edge infrastructure solutions for enterprises, institutions, and individual Bitcoin users. We develop industry-leading Bitcoin self-custody solutions, Bitcoin-based financial products, second-layer scaling technologies, and enterprise-grade blockchain infrastructure.<br /><br />The Customer Success Manager sits at the intersection of organizational facilitation, product onboarding, implementation management, and solution consulting. Your primary mission is to design Customer Success Framework and guide enterprise clients through the entire post-contract lifecycle—bridging the gap between a signed contract and the successful, autonomous use of our technically sophisticated enterprise systems. You will act as a trusted advisor, navigating clients through high-stakes configurations (such as key ceremonies and complex policy engines) in our 'open-world' architecture.<br /><br /><strong>What You Will Be Doing (Responsibilities):</strong></p><p style="min-height:1.5em"><strong>Pre-Sales Engagement</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Prepare presentations, support Business Development team, pre-configure demo stand to reflect customer use cases and run the demos</p></li></ul><p style="min-height:1.5em"><strong>Post-Contract Activation</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Coordinate the post-contract activation process, including the preparation and facilitation of technical key ceremonies</p></li><li><p style="min-height:1.5em">Guide clients through infrastructure requirements and prerequisites, ensuring all stakeholders are prepared for activation milestones</p></li></ul><p style="min-height:1.5em"><strong>Onboarding & Initial Access</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Manage client invitations, application setup, and initial workspace configuration</p></li><li><p style="min-height:1.5em">Deliver structured onboarding sessions to ensure clients understand the product’s capabilities, safe-vs-restricted actions, and how to reach their business objectives</p></li></ul><p style="min-height:1.5em"><strong>System Configuration & Implementation</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Translate client-specific business cases (e.g., complex approval flows, role management, or transaction policies) into the product’s policy engine</p></li><li><p style="min-height:1.5em">Facilitate live configuration sess