Customer Success Manager at Decentralized Masters

Rio de Janeiro, rio de janeiro, Brazil -

Full Time

Start Date

Immediate

Expiry Date

26 May, 26

Salary

0.0

Posted On

25 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Account Management, Client-Facing, User Support, User Engagement, Onboarding, CRM, Hubspot, Posthog, Analytics, Reporting, KPI Monitoring, Cross-functional Collaboration, System Building, Problem-Solving, Communication

Industry

education

Description

About Legacy Legacy is an easy to use, non-custodial web3 wallet that protects your assets if something happens to you. With Legacy you can swap across any chain, earn yield with one-click DeFi and safeguard your wealth with beneficiary protection. Legacy is a new company built by Decentralized Masters team that is on track to reach 50m in revenue this year. We have a vibrant community of 4,000+ High Networth investors. We’ve just launched Legacy, got too much demand and now need someone to help us manage it. About the Role We are seeking a motivated and customer-focused Customer Success Manager (CSM) to join our team who thrives in high-growth tech startups, make or break things environment, is ready to wear many hats and wants growth in their career. The CSM will be responsible for building strong relationships with clients, ensuring they achieve maximum value from our products/services, and driving long-term satisfaction, retention, and growth. What will you be doing? Key Responsibilities This role is responsible for all users, customer support, user engagement and building systems to scale this department. User Support Handle inbound support via email, text, Circle (community platform) and Hubspot Answer common questions on setup, account activity, and other crypto related questions Maintain a clear, friendly and trustworthy voice in all user communications Drive renewals, upsells, and cross-sell opportunities User Engagement Proactively engage users (onboarding, nudges, follow-ups) Test and find what makes users engage, then work with the tech team to automate the process Monitor user activity on CRM (Hubspot) and Analytics platform (Posthog) and their CHI (customer health index) scores Drive adoption by moving users up the ladder: C -> B -> A engagement levels Spot at-risk users early and re-engage them Analytics and Reporting Become an expert at Hubspot and Posthog Define and monitor customer success KPIs (activation, retention, CHI improvements) Share weekly insights with the team on user health and engagement Cross-functional Support Collaborate with product, ops, sales and marketing teams on customer-facing initiatives Assist with admin tasks as needed (since this is an early-stage, hands-on role) Help build scalable systems for customer success as Legacy grows Build playbooks and processes What will you bring? 2–5 years of experience in Customer Success, Account Management, or a client-facing role (startup/fintech/web3 experience a plus) Curious and data-driven - you enjoy diving into analytics tools Excellent communication and interpersonal skills, with the ability to build rapport quickly Strong organizational and time-management skills; able to manage multiple tasks and users Problem-solving mindset with a proactive approach to customer challenges Experience with CRM or customer success platforms (Hubspot) is a plus. Ability to work independently in a fast-paced environment. Bonus: Experience with Circle, Hubspot, Posthog, or other CRM/analytics tools. What do we offer? Competitive salary and performance-based incentives. Opportunities for career growth and development. Collaborative, supportive work culture. Remote work environment The chance to make a meaningful impact on customer success and business growth.

Responsibilities

The role involves managing all users, handling customer support via multiple channels, driving user engagement through proactive outreach, and building scalable systems for the customer success department. Key tasks include monitoring customer health, driving adoption, and reporting on success KPIs using platforms like Hubspot and Posthog.