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Customer Success Manager

Rolling Deadline  |  Full-Time Job

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The Stellar Development Foundation is hiring a Customer Success Manager to lead customer success for our new product, Vibrant, a dollar savings app for non-US markets. This app gives people in countries with unstable local currencies a safe haven–a place to store savings and shelter against economic upheaval.
You will own our complete customer success vertical, starting in Argentina. You will be the user advocate–ensuring users have access to the knowledge and support they need and handling their inquiries quickly and professionally. We are looking for someone passionate about managing high-quality customer experience, and who is looking for an opportunity to help build a CS infrastructure.
In this position, you will:
Work closely with the user to ensure every aspect of their experience is handled efficiently, successfully, and always putting customers’ needs first
Identify common user challenges, bugs, and feature requests
Work across product, engineering, and marketing teams to advocate for the user
Drive improvements in customer success across all channels, including customer reviews and testimonials
Develop CS metrics and analytics to measure customer satisfaction
Own the help center, maintaining and growing content as new features are added
Build out a CS team as CS needs grow, training and mentoring new team members
Qualifications:
3+ years of relevant work experience in a customer-facing role (consumer-focused customer success, account management, or sales role)
Spanish fluency required
Mastery of CS software such as Zendesk
Self-motivated, dedicated teammate with innovative ideas to inspire customer adoption
Strong interpersonal skills and experience quickly building customer relationships
“Continuous improvement” mindset
Highly professional demeanor under pressure
Creative problem solving under pressure when working through customer issues
Ability to work mostly normal business hours in UTC 03:00 or UTC 04:00 time zones
About StellarStellar is a decentralized, fast, scalable, and uniquely sustainable network for financial products and services. It is both a cross-currency transaction system and a platform for digital asset issuance, designed to connect the world’s financial infrastructure. Dozens of financial institutions worldwide issue assets and settle payments on the Stellar network, which has grown to over 4 million accounts.
About the Stellar Development FoundationThe Stellar Development Foundation (SDF) is a non-profit organization that supports the development and growth of Stellar, an open-source network that connects the world’s financial infrastructure. Founded in 2014, the Foundation helps maintain Stellar’s codebase, supports the technical and business communities building on the network, and serves as a voice to regulators and institutions. The Foundation seeks to create equitable access to the global financial system, using the Stellar network to unlock the world’s economic potential through blockchain technology.

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